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 can include a wide range of activities such as: software development, data management, Cloud services, IT security, network security, technical support, establishing and overseeing access rights, procuring and maintaining equipment or software, managing the infrastructure, and defining security procedures,  The overall goal of IT Services is to provide technology solutions that increase efficiency, reduce costs, and give our company a competitive advantage over our competitors.

Our Customer Care group is looking for an Associate Business Analyst to join their team and work a hybrid schedule out of the Cincinnati office.

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. 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 resolution

  • Simulates or recreates user problems to resolve operating difficulties

  • 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 and identify  enhancements for our current processes

• 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.

  • Exhibit emotional intelligence when challenged with difficult people and situations

  • Comfortably communicate with all levels of employees from executive leadership to administrative levels

• Strong commitment to excellence and attention to detail

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

  • Strong multi-tasking and prioritization skills with the ability to adapt to change

• Strong written and verbal communication skills

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

Details

• 5 Days a week, Monday - Friday

• 8:00 AM – 5:00 PM Hybrid

• In office Tues, Thurs and choice of Third day

• Two days work from home

Business Unit:

Benefits:

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.