Associate Business Analyst

Great American Insurance Group; Cincinnati (OH); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Great American Insurance Group’s Property & Casualty IT Services seeks an IT Services Support Specialist to assist business customers with in-house applications in a call-center environment. You’ll handle login issues, documentation, and SLA compliance, while leveraging AI tools to enhance support and knowledge management.

Ideal candidates have a bachelor’s degree in IT or business and 1–3 years in IT or P&C insurance, with strong communication and teamwork skills.

Qualifications

• Bachelor's Degree or equivalent experience in IT, Business or related field.
• 1–3 years of Property & Casualty Insurance or Information Technology experience.
• Strong written and verbal communication; able to work independently and in a team.

Responsibilities

• Provides support to business customers for in-house applications in a call center setting.
• Assists with login-related issues and works to resolve them.
• Ensures adherence to SLAs.
• Creates/updates documentation for Knowledge Base.
• Uses approved AI tools for ticket summarization and knowledge article drafting with accuracy checks.
• Builds strong working relationships with IT and business customers.

Skills

Customer service

Communication

Problem solving

Analytical skills

Teamwork

Education

Bachelor's degree (IT or Business)

Tools

Microsoft 365 Copilot

ServiceNow AI capabilities

Virtual agents

Chatbots

Job description

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a \"small company\" culture where your ideas will be heard with \"big company\" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

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.

Responsibilities

• Provides support to our business customers for in-house applications in a call center setting




• 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

Qualifications

Education: Bachelor's Degree or equivalent experience

Field of Study: Information Technology, Business, or a related discipline

Experience: 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.




• Strong commitment to excellence and attention to detail




• Work independently to get job completed on a timely SLA manner




• Strong written and verbal communication skills




• Ability to communicate at all levels of technical skill based on the requestor

AI Skills

• 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

Business Unit

Property & Casualty IT Services

Benefits

We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

*Excludes seasonal employees and interns.