IT Service Desk Analyst: AI-Powered Support & Tickets

Great American Insurance Group

United States

Hybrid

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Competitive benefits

Medical, dental, and vision coverage

Paid time off & holidays

401(k) with match

Job summary

Great American Insurance Group is seeking an IT Services support specialist to assist business customers with in-house applications in a call center setting. The role focuses on handling incidents via ServiceNow, guiding users through login issues, and contributing to knowledge base updates.

Ideal candidates have a Bachelor’s degree and 1–3 years in IT or Property & Casualty Insurance, with strong communication and problem-solving skills.

Qualifications

Bachelor’s Degree or equivalent experience in IT, business, or related field.
1–3 years of Property & Casualty Insurance or IT-related experience.
Excellent customer service, problem-solving, and analytical skills.
Ability to work independently and in a team with strong communication across levels.

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.
Responds to an average of 50 ServiceNow Incidents/Requests submitted by the customer for support and work toward a resolution.
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.
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.
Assists with testing and feedback for AI-enabled support tools, including virtual agents and Copilot-style assistants.
Ability to develop effective working relationships with staff in a team environment.
Develop a strong knowledge of highly available Applications.