Associate IT Service Analyst - AI-Enabled Support

Great American Insurance Group; Ohio; Hybrid; USD 55,000 - 76,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Wellness programs

Parental leave

Tuition reimbursement

401(k) plan with company match

commuter benefits

Job summary

Great American Insurance Group’s IT Services team is hiring for a customer-focused IT service desk role. You will support in-house applications, help with login issues, and ensure work aligns with SLAs.

The job emphasizes writing clear communications, leveraging AI tools responsibly, and documenting processes to improve knowledge resources. You will collaborate with the IT group and business customers in a hybrid environment, combining on-site presence with remote work to support ongoing

Qualifications

• Bachelor’s degree or equivalent experience in IT, business, or related discipline.
• 1–3 years of Property and Casualty Insurance or IT experience; open systems familiarity.
• Excellent customer service with strong written and verbal skills.

Responsibilities

• Provide support to business customers for in-house applications in a call center setting.
• Assist with login-related issues and resolve them to meet SLAs.
• Create/update documentation to enhance Knowledge Base.
• Use AI tools to summarize tickets and draft articles, with human-review for accuracy.
• Develop strong working relationships with IT and business customers.

Skills

Customer service

Written communication

Verbal communication

Problem-solving

Analytical skills

Work independently

Team collaboration

Attention to detail

Education

Bachelor's degree or equivalent experience

Field: Information Technology/Business

Tools

Microsoft 365 Copilot

ServiceNow AI

Virtual agents

Chatbots

Job description

Great American Insurance Group’s IT Services team is hiring for a customer-focused IT service desk role. You will support in-house applications, help with login issues, and ensure work aligns with SLAs.

The job emphasizes writing clear communications, leveraging AI tools responsibly, and documenting processes to improve knowledge resources. You will collaborate with the IT group and business customers in a hybrid environment, combining on-site presence with remote work to support ongoing