Job description

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. 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 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, 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 partners 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 AI Skills Experience 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 support Business Unit: Property & Casualty IT Services Benefits: 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 gaig.com . *Excludes seasonal employees and interns.

Requirements

Must-haves

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
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, 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 partners
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
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

Nice-to-haves

Experience with Microsoft 365 Copilot, ServiceNow AI capabilities, virtual agents, chatbots, or similar AI-enabled productivity/support tools is preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: workday
Effort: long

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave

Wellness