Associate Business Analyst

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.ResponsibilitiesProvides support to our business customers for in-house applications in a call center settingManage 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 resolutionSimulates or recreates user problems to resolve operating difficultiesInteracts with application support teams to restore service and/or identify and correct core problemsAssists with login-related issues and works to resolve themEnsures efforts comply with the agreed-upon SLAsProvides Customer Service with timely resultsCreates/updates documentation to enhance our current Knowledge Base and identify enhancements for our current processesUses 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 partnersAbility to develop effective working relationships with staff and peers in a team environmentDevelop a strong knowledge of our highly available ApplicationsDevelop and maintain strong, strategic working relationships with the Information Technology group and business customersPerforms other duties as assignedQualificationsEducation: Bachelor’s Degree or equivalent experienceField of Study: Information Technology, Business, or a related disciplineExperience: 1 to 3 years of Property and Casualty Insurance or Information Technology related experience and familiar with open system conceptsExcellent 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 situationsComfortably communicate with all levels of employees from executive leadership to administrative levelsStrong commitment to excellence and attention to detailWork independently to get job completed on a timely SLA mannerStrong multi-tasking and prioritization skills with the ability to adapt to changeStrong written and verbal communication skillsAbility to communicate at all levels of technical skill based on the requestorAI SkillsExperience 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 supportBusiness Unit:Property & Casualty IT ServicesBenefits: 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 .*Excludes seasonal employees and interns.SummaryLocation: Cincinnati, OH (USA)Type: Full time