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ITO Knowledgebase Intern - Support Services - Summer 2026

Alpharetta - GA

WHO YOU ARE:

You are a curious, analytical, and detail-oriented intern with a passion for improving how information is accessed and used. You take pride in accuracy, organization, and efficiency, especially when working with complex systems or large volumes of data. You’re eager to learn how support systems operate and how AI can enhance user experiences by turning raw information into clear, actionable knowledge.

WHAT YOU’LL LEARN:

Zinnia is transforming how technology and support services work together to modernize the Life and Annuity experience. This internship offers the opportunity to collaborate with experienced IT and support professionals to explore the intersection of AI, automation, and customer service.

You will learn how to analyze and structure support data, identify opportunities for automation, and leverage AI to create intelligent, responsive knowledge systems. You’ll gain hands-on experience with tools that extract and organize information from multiple sources, including IT ticketing systems, call transcripts, and support documentation and learn how to transform that information into useful self-service content.

WHAT YOU’LL DO:

  • Data mining through support documentation such as IT tickets, phone call transcripts, self-help guides, SOPs, and knowledge base articles.
  • Identifying patterns and opportunities to implement automation through existing AI tools
  • Formulating strategies for AI-driven documentation, including knowledge base articles, troubleshooting guides, and SOPs
  • Extracting documents and transcripts from Zoom support calls and other communication channels
  • Assisting in developing systems to provide instant answers to user queries across support channels
  • Collaborating closely with the Infrastructure and Applications Knowledge Base Interns on shared projects.

WHAT YOU’LL NEED:

  • Currently pursuing a Bachelor’s or Master’s degree in Computer Science, Engineering (any discipline), Information Systems, or a related field.
  • Strong attention to detail, organization, and analytical skills.
  • Interest in AI, automation, and knowledge management systems.
  • An ability and willingness to learn new tools and applications used by Zinnia.
  • Ability to work both independently and collaboratively within a team.
  • Familiarity with platforms such as Atlassian, Confluence, and Zoom is a plus.
  • Experience with data analysis, documentation, or IT support environments is beneficial but not required.

WHAT’S IN IT FOR YOU?

Hands-on experience in a professional environment, mentorship and guidance from experienced professionals, networking opportunities within the company and potential for growth and career development. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. The expected hourly range for this position is $20.00 - $24.00, dependent on skills and location. The hourly range is a good faith estimate based on what a successful candidate might be paid in certain Company locations. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive hourly rates that align with the individual’s skills, education, experience, training, and geographic location and may be above or below the stated amounts. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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