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 Digital Implementation Specialist – Base Tool to be responsible for the configuration and ongoing support of individual instances of the Base digital platform for internal stakeholders and client-facing teams. This role involves understanding client specifications and configuring each set up to match. Queries following configuration will also be addressed.
The role requires close collaboration with cross-functional teams including sales, client services, digital and operations to ensure seamless implementation and adoption of the Base tool. The Specialist will also play a critical role in troubleshooting configuration issues and maintaining service levels.

How you'll make an impact

Major Actions and Support Actions

1. Digital Tool Implementation & Configuration

- Lead end-to-end setup of the Base tool across business units and client engagements.
- Configure the platform based on documented requirements, workflows, and business use cases.
- Ensure configurations align with defined standards, governance frameworks, and best practices.
- Conduct system validation and testing prior to deployment.

2. Requirements Gathering & Documentation

- Gather, analyze, and document business and system requirements for implementations, changes, and enhancements.
- Maintain accurate and up-to-date documentation for all project and support activities.

3.



User Onboarding & Training

- Provide hands-on support during initial user adoption and onboarding phases.
- Train users on tool functionality and best practices to ensure smooth transition and effective usage.
- Respond to user queries and provide timely guidance.

4. Support, Troubleshooting & Issue Resolution

- Serve as the first point of contact for tool-related issues and operational support.
- Diagnose root causes and resolve technical and functional issues within agreed SLAs.
- Log, track, and manage incidents and service requests using ticketing systems.

5. Stakeholder Collaboration & Communication

- Collaborate 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.

6. Continuous Improvement & Optimization

- Identify opportunities to improve system performance, usability, and functionality.
- Recommend and implement process improvements and automation opportunities.
- Collect and analyze user feedback to support platform enhancements and feature adoption.

7. Compliance & Service Delivery

- Ensure compliance with organizational policies, data governance standards, and regulatory requirements.
- Meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Maintain high standards of quality, accuracy, and professionalism in all deliverables.

About you

Competencies

- Strong analytical and problem-solving skills
- Effective communication and stakeholder management
- Strong 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
- Bachelor’s degree in Information Technology, Business Administration, or a related field
- Project management, digital tools, or platform-related certification preferred
- Training in workflow tools, SaaS platforms, or system implementation methodologies preferred
- 5+ years of experience in digital implementation, system support, or business applications
- Experience in a shared services, consulting, or global operations environment is an advantage

Knowledge, Skills, and Abilities

- 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 requirements
- Proficiency in troubleshooting and incident management
- Strong organizational and multitasking skills
- 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 Perks page.

- Competitive compensation
- Comprehensive benefits programs designed to support your well-being
- Career development opportunities and ongoing learning
- A collaborative, people-first culture with accessible leadership
- 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)

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