• Associate Business Analyst

    Location US-OH-Cincinnati
    Posted Date 2 weeks ago(6/12/2018 8:03 AM)
    Job ID
    23653
    # Positions
    1
    Category
    Technology
    Position Type
    Full Time
  • Overview

    Be Here. Be Great.  Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group, a member of American Financial Group, is a Fortune 500 company consistently recognized as a top place to work.  We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow. At Great American Insurance, we focus on building relationships with a commitment to strong results and extraordinary service.

     

    Our Property & Casualty IT group is looking to add an Associate Business Analyst to the team. This position is scheduled Monday-Friday from 8:30am-5:30pm and is part of an on-call rotation for Application Support.

    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 55 phone calls a week.
      • Responds to ServiceNow Incidents/Requests submitted by the customer for support and work towards 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

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