Analyst/Sr.Analyst - Digital Content Management

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 Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level, these benefits may improve: Medical Insurance and Parental Medical Insurance Accidental Insurance and Life Insurance Retirals - Employee Gratuity, Future Service Gratuity benefit - Group Term Life, Employee Provident Fund, National Pension Scheme Flexi Benefits Plan - Tax Savings Plans Educational expense reimbursement Annual Leave/ Maternity & Paternity Leave/ Additional paid ML, Mental Health Day Other benefits include: Employee Wellness Programs Training programs And more.. We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination.