Business Systems Analyst

Introduction

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate.

You’ll be backed by our digital ecosystem: a client‑centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips.

Here, you’re not just improving clients’ risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve.

If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

How you’ll make an impact

Job Summary

The Select Workforce Analyst/Administrator serves as the primary administrator and subject matter expert for the Genesys Cloud platform, supporting Personal Lines and Small Business operations. This role is responsible for ensuring optimal configuration, performance, and user adoption of Genesys technology to enhance customer experience, operational efficiency, and business continuity. Additionally, the Analyst/Administrator is responsible for administering and maintaining connections and integrations between Genesys Cloud, Salesforce, and other enterprise tools to ensure seamless data flow and operational alignment across platforms.

Core

Responsibilities Platform Administration & Configuration

• Manage Genesys Cloud user setup, including queues, skills, locations, and divisions.
• Collaborate with GTS to configure and maintain IVR flows, routing strategies, and CRM integrations (e.g., Salesforce).
• Ensure synchronization between Genesys and other enterprise platforms for seamless operations.

User Support & Training

• Serve as the primary contact for troubleshooting Genesys‑related issues.
• Develop and deliver training, documentation, and job aids for end‑users, supervisors, and administrators.
• Support onboarding and role‑based learning initiatives during rollout phases.

System Monitoring & Incident Management

• Monitor system performance and provide timely incident updates to stakeholders.
• Maintain change logs for user additions, deletions, and queue adjustments.

Optimization & Reporting

• Export IVR and call center performance reports for business analysis.
• Conduct regular audits to address risks, security gaps, and compliance issues.
• Prepare and present weekly, monthly, and yearly updates to management.
• Develop and maintain reporting solutions that provide insights into customer service and financial performance by client, region, and leadership level.
• Identify trends and areas of opportunity to improve operational results and customer satisfaction.
• Translate complex data into actionable insights for various stakeholders.

Vendor & Stakeholder Collaboration

• Liaise with Genesys support teams and internal IT for escalations and enhancements.
• Coordinate with operations, CX, and workforce management teams to align platform capabilities with business goals.
• Participate in transformation initiatives and UAT testing for new features and releases.
• Collaborate with management to introduce and implement process improvement initiatives.

Quality & Workforce Management

• Support quality assurance evaluations, coaching, and recording management.
• Administer workforce management activities, including scheduling, adherence, and forecasting.
• Monitor performance and agent adherence to service levels using KPIs with Genesys and Salesforce reporting tools.

Documentation & Compliance

• Create and maintain technical documents such as SOPs, runbooks, and architectural diagrams.
• Ensure data accuracy and integrity across all reporting tools and dashboards.

About You Key Skills & Attributes

• Expertise in Genesys Cloud administration and integrations with parallel applications.
• Ability to manage queue and skill configurations across multiple business units.
• Strong communication skills for cross‑functional collaboration and training delivery.
• Analytical…