Associate Business Analyst
Core
Provide technical support and service management for in-house applications in a call center setting, utilizing AI tools to enhance ticket resolution and knowledge management.
Role type
Associate Business Analyst (IT Service Desk)
Builds
IT service solutions and operational efficiency for P&C insurance business units
Domain
Property & Casualty Insurance / IT Service Management
Required skills
ServiceNow, Microsoft 365 Copilot, AI prompt engineering, incident management, SLA adherence, technical documentation, stakeholder communication, problem-solving, multi-tasking, open system concepts
Preferred skills
Virtual agents, chatbots, responsible AI practices, bias validation, data privacy awareness, AI-enabled productivity tools
Technologies
ServiceNow, Microsoft 365 Copilot, virtual agents, chatbots
Responsibilities
Manage inbound and outbound phone calls for customer issues; Respond to ServiceNow Incidents/Requests and work toward resolution; Simulate or recreate user problems to resolve operating difficulties; Interact with application support teams to restore service; Assist with login-related issues; Create/update documentation for the Knowledge Base; Use approved AI tools for ticket summarization and knowledge article drafting; Assist with testing and feedback for AI-enabled support tools.
Seniority
Junior, hands-on IC
