Associate Business Analyst

Great American Insurance Company•Cincinnati, OH

4d•Hybrid

About The Position

P&C IT Services provides professional services to help our business units and corporate functions use technology to create, manage, and optimize information and business processes. IT Services spans a wide range of activities, including software development, data management, Cloud services, IT security, technical support, access governance, infrastructure management, and the procurement and maintenance of equipment and software. The overall goal of IT Services is to deliver technology solutions that increase efficiency, reduce costs, and give our company a competitive advantage. Great American’s culture is built on connection, shared learning, and strong relationships. This is a hybrid role that combines in-office and remote work. Employees are expected to maintain a meaningful on-site presence to support collaboration, relationship building, and business success.

Requirements

Bachelor’s Degree or equivalent experience
Field of Study: Information Technology, Business, or a related discipline
1 to 3 years of Property and Casualty Insurance or Information Technology related experience and familiar with open system concepts
Excellent customer service skills; strong written and verbal skills, problem-solving skills, and analytical skills.
Should be able to work independently and within a team setting.
Exhibit emotional intelligence when challenged with difficult people and situations
Comfortably communicate with all levels of employees from executive leadership to administrative levels
Strong commitment to excellence and attention to detail
Work independently to get job completed on a timely SLA manner
Strong multi-tasking and prioritization skills with the ability to adapt to change
Strong written and verbal communication skills
Ability to communicate at all levels of technical skill based on the requestor

Nice To Haves

Experience with Microsoft 365 Copilot, ServiceNow AI capabilities, virtual agents, chatbots, or similar AI-enabled productivity/support tools is preferred.
Awareness of responsible AI practices, including data privacy, confidentiality, bias, accuracy validation, and appropriate human oversight.
Ability to write clear prompts and refine AI-generated responses for accuracy, tone, and business context.
Willingness to learn and adopt new AI-enabled tools used in IT service management, knowledge management, reporting, and customer support

Responsibilities

Provides support to our business customers for in-house applications in a call center setting
Manage inbound and outbound phone calls in a timely manner for issues described by the customer and track through ServiceNow tickets. Average of 60 phone calls a week.
Responds to an average of 50 ServiceNow Incidents/Requests submitted by the customer for support and work toward a resolution
Simulates or recreates user problems to resolve operating difficulties
Interacts with application support teams to restore service and/or identify and correct core problems
Assists with login-related issues and works to resolve them
Ensures efforts comply with the agreed-upon SLAs
Provides Customer Service with timely results
Creates/updates documentation to enhance our current Knowledge Base and identify enhancements for our current processes
Uses approved AI tools to assist with ticket summarization, issue categorization, knowledge article drafting, and customer communication while validating accuracy before use.
Applies sound judgment when using AI-generated recommendations, ensuring outputs are reviewed, accurate, appropriate, and aligned with company policies.
Assists with testing and feedback for AI-enabled support tools, including virtual agents, Copilot-style assistants, ticket routing, and knowledge recommendation features.
Ability to send communication emails to a large number of employees or business partners
Ability to develop effective working relationships with staff and peers in a team environment
Develop a strong knowledge of our highly available Applications
Develop and maintain strong, strategic working relationships with the Information Technology group and business customers
Performs other duties as assigned