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 diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.Responsibilities Provides support to our business customers for GAIG 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 55 phone calls a week.Responds to ServiceNow Incidents / Requests submitted by the customer for support and work towards a resolutionSimulates or recreates user problems to resolve operating difficultiesInteracts with application support teams to restore service and / or identify and correct core problemsDevelop a strong knowledge of our in-house applications and our vendor applicationsConducts team meetings to update members on best practices and continuing expectationsDevelop and maintain strong, strategic working relationships with the Information Technology group and business customersAssists 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 identifies enhancements for our current processesAbility to identify and escalate larger issuesPerforms other duties as assignedQualifications 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. Prior leadership experience, a plus. 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 situationsComfortably communicate with all levels of employees from executive leadership to administrative levelsProven analytical and problem-solving skillsLeadership Skills, Motivational Skills, Results-OrientedStrong 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 changeAbility to communicate at all levels of technical skill based on the requestorDetails 5 Days a week, Monday - Friday7 : 00 AM - 4 : 00 PM HybridIn office Tues, Thurs and choice of Third dayTwo days work from homeBusiness Unit : Property & Casualty IT ServicesBenefits : 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.