Introduction
Welcome to Gallagher in India — where expertise, technology, and purpose come together. Since 2006, Gallagher in India has supported global teams by delivering quality, service, and speed through deep expertise, smart technology, and specialized knowledge services. More than just an operations center, it’s a place where careers grow through collaboration, continuous learning, and purposeful work. We drive efficiency, compliance, and innovation so our teams can focus on serving clients. If you enjoy solving problems and working with purpose, Gallagher is the place where you can grow and feel a sense of belonging.
Overview
Gallagher Center of Excellence is seeking to hire a Analyst/Sr. - Digital Content Management to support the configuration and ongoing administration of individual instances of the Base digital platform for internal stakeholders and client-facing teams.
This role requires a strong understanding of client requirements and the ability to configure each setup accordingly. The Specialist will also be responsible for addressing post-configuration queries, troubleshooting issues, and ensuring smooth implementation and adoption of the Base tool.
How you'll make an impact
Responsibilities:
Digital Tool Implementation & Configuration
Lead the end-to-end set up of the Base tool across business units and client engagements. Configure the platform based on documented requirements, workflows, and business use cases. Ensure alignment of configurations with defined standards, governance frameworks, and best practices. Conduct system validation and testing prior to deployment.
Requirements Gathering & Documentation
Maintain accurate documentation for all implementations, changes, and enhancements.
User Onboarding & Training
Provide hands-on support during initial adoption phases to ensure smooth transition. Address user queries and promote effective tool utilization.
Support, Troubleshooting & Issue Resolution
Provide ongoing operational support and act as the first point of contact for tool-related issues. Diagnose root causes and resolve technical and functional issues within defined SLAs. Log, track, and manage incidents and service requests through ticketing systems.
Stakeholder Collaboration & Communication
Engage with business stakeholders, project teams, and technical teams to ensure alignment. Provide regular updates on implementation progress, system performance, and issue resolution. Support governance forums and participate in review meetings.
Continuous Improvement & Optimization
Identify opportunities to enhance system performance, usability, and functionality. Recommend and implement process improvements and automation opportunities. Gather user feedback to drive platform enhancements and feature adoption.
Compliance & Service Delivery
Ensure adherence to organizational policies, data governance standards, and compliance requirements. Meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Maintain high standards of quality and accuracy in all deliverables.
About you
Competencies
Strong analytical and problem-solving skills.
Effective communication and stakeholder management. Attention to detail and process orientation.
Adaptability and continuous learning mindset.
Customer-centric approach.
Education and Experience
Relevant experience in digital tool implementation, system configuration, or application support.
Minimum Required Degree and Preferred Degree: Bachelor’s degree in Information Technology, Business Administration, or a related field.
Certificate(s)/Special Training: Certification in project management, digital tools, or relevant platforms (preferred).
Training in workflow tools, SaaS platforms, or system implementation methodologies (preferred).
Experience ( Career Level Guide)
5+ years of experience in digital implementation, system support, or business applications.
Experience working in a shared services, consulting, or global operations environment is advantageous.
Knowledge, Skills and Ability
Knowledge of digital platforms, SaaS tools, and system implementation lifecycle.
Familiarity with requirement gathering techniques and documentation practices.
Ability to configure tools based on business needs.
Proficiency in troubleshooting and incident management.
Strong organizational and multitasking abilities.
Excellent written and verbal communication skills.
Ability to work collaboratively in a global, matrixed environment.
Additional Information
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
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Competitive compensation
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Comprehensive benefits programs designed to support your well-being
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Career development opportunities and ongoing learning
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A collaborative, people-first culture with accessible leadership
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The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)
