Hybrid IT Support Analyst — AI Tools & ServiceNow

National Interstate Insurance Company; Cincinnati (OH); Hybrid; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Paid Time Off

401(k) with company match

Commuter benefits

Tuition reimbursement

Parental leave

Job summary

Great American Insurance Group is seeking an IT Services Support Specialist for its P&C IT Services team in a hybrid Cincinnati role. You will help internal customers with in-house applications, manage calls and ServiceNow tickets, and collaborate with application support to restore services.

The role emphasizes customer service, problem solving, and clear communication across levels. The ideal candidate has a Bachelor’s degree or equivalent experience, 1–3 years in IT or insurance tech

Qualifications

• Excellent customer service skills with strong written and verbal communication.
• Demonstrated problem-solving abilities and analytical mindset.
• Ability to work independently and in a collaborative team environment.
• Exhibit emotional intelligence when interacting with colleagues and customers.
• Strong attention to detail and commitment to excellence.

Responsibilities

• Provide support to business customers for in-house applications in a call center setting.
• Manage inbound/outbound calls and ServiceNow incidents/requests; track through resolution.
• Communicate clearly and professionally with stakeholders at all levels; assist with AI-enabled tools as needed.
• Maintain knowledge base; draft and validate documentation and summaries of issues.

Skills

Customer Service

Written & Verbal Communication

Problem Solving

Team Player

Emotional Intelligence

Education

Bachelor’s Degree or equivalent experience

Tools

ServiceNow

Job description

Great American Insurance Group is seeking an IT Services Support Specialist for its P&C IT Services team in a hybrid Cincinnati role. You will help internal customers with in-house applications, manage calls and ServiceNow tickets, and collaborate with application support to restore services.

The role emphasizes customer service, problem solving, and clear communication across levels. The ideal candidate has a Bachelor’s degree or equivalent experience, 1–3 years in IT or insurance tech