Salesforce Support Specialist (Property & Casualty) at Nationwide

If you’re passionate about helping people protect what matters most to them, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

This role will be a Salesforce support role for the P&C Shared Salesforce instance, and will involve a mix of technical troubleshooting, user assistance, system maintenance, and collaboration with other teams to ensure the Salesforce platform runs smoothly and meets business needs.

Key Responsibilities: 

· Respond to user inquiries and issues related to Salesforce functionality.

· Escalate complex problems to developers or Salesforce admins when needed.

· Create and maintain documentation for processes, best practices, and FAQs.

· Assist users in navigating new features or updates.

· Manage user accounts, roles, profiles, and permissions.

· Work closely with Salesforce admins, developers, and business stakeholders.

· Gather feedback/develop requirements from users to improve system usability.

· Participate in planning and testing for new features or releases.

· Help users build and customize reports and dashboards.

Ideal candidate location is Des Moines, IA but remote work may be possible for other locations.

Salesforce experience is required. Broad Property & Casualty insurance experience strongly preferred.

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Job Description Summary

Are you process focused and detail oriented? Do you thrive in a busy, engaging work environment? If so, we want to know more about you!

As a Specialist, you'll work on complex business and/or system process analysis, design, implementation and operations. We'll count on you to competently analyze existing processes, procedures and methods to ensure and promote effective business and systems operations through standardization, improvement, simplification or discontinuance. In addition, you'll have opportunities to create process change by integrating new processes with existing ones.

Job Description

Key Responsibilities:

• Designs, develops, customizes, documents, deploys, maintains and updates business and system processes and procedures.

• Performs day-to-day operations of business and systems processes, including the operation of process-related tools. Facilitates key process events and fulfills customer requests and process deliverables through all phases of the process lifecycle.

• Initiates, enables and supports process redesign and/or re-engineering initiatives and projects through continues process improvements. Identifies, facilitates, markets and implements new and creative business process redesigns.

• Performs process evaluations and develops recommendations utilizing benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows within a business process. 

• Develops and provides recommendations on possible process, tool and control improvements to increase the quality and optimization of business services and resources. Facilitates ongoing process design activities for a given set of customers or organization as a team member and advisor.

• Works and consults with customers and project teams to develop business cases and comprehensive project plans to identify, quantify and deliver process design efforts in support of business objectives. Monitors and manages process design project plans.

• Serves as subject matter expert on project team involved with development, implementation, administration and operation of new processes, which may include multiple functions, product lines and business activities. Facilitates post-implementation and conformance reviews for complex processes to ensure conformance to process requirements.

• Maintains and operates moderately complex process designs, operational and measurement tools and methods to improve business and/or system processes. 

• Mentors, educates and trains others on the use of process design techniques, methods and tools.

• Maintains collaborative relationships with vendors, partners and suppliers to support customer plans. Facilitates service evaluations regarding outside consulting service vendors.

• Coordinates activities for a process project team and helps monitor project schedules and costs.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager/Director and does not have direct reports. 

Typical Skills and Experiences:

Education: Undergraduate degree in business, mathematics or related field preferred.

License/Certification/Designation: Process-related certifications preferred. Product-related technical insurance course work, e.g., CPCU, CPU, LOMA, preferred.

Experience: Typically, six or more years of experience in business process design or operations.

Knowledge, Abilities and Skills: Maintains and comprehends business process operations or redesign techniques, methods and tools. Understanding of business trends to support process design and operations to improve performance. Demonstrated experience in process analysis, process design and process implementation. Understanding of project management concepts and techniques required. Understanding of customer business environment preferred. Competency in process development or process operations preferred. Good communication skills required for interactions with others. 

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the Director and HR Officer.

Values: Regularly and consistently demonstrates the Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not eligible)

Working Conditions: Normal office environment. Occasional travel, non-standard or extended work may be required based on project needs.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

We currently anticipate accepting applications until 09/25/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.

The national salary range for Specialist, Process Management : $63,000.00-$129,000.00

The expected starting salary range for Specialist, Process Management : $70,000.00 - $104,000.00

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