Gallagher · 20 hours ago
Business Systems Analyst
Rolling Meadows, IL
Full-time
Onsite
Senior Level
$84K/yr - $165K/yr
5+ years expGallagher is a company dedicated to helping clients manage risk effectively. The Business Systems Analyst will serve as the primary administrator for the Genesys Cloud platform, focusing on user setup, system performance, and ensuring seamless integration with other enterprise tools to enhance operational efficiency and customer experience.
ConsultingFinancial ServicesInsuranceManagement ConsultingRisk Management
Responsibilities
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
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
Monitor system performance and provide timely incident updates to stakeholders
Maintain change logs for user additions, deletions, and queue adjustments
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
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
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 using Genesys and Salesforce reporting tools
Create and maintain technical documents such as SOPs, runbooks, and architectural diagrams
Ensure data accuracy and integrity across all reporting tools and dashboards
Qualification
Required
In-depth knowledge of Genesys architecture and integrations preferred
Excellent troubleshooting and problem-solving abilities
Strong communication and training delivery skills
Analytical skills for performance optimization and reporting
Typically requires a University Degree and minimum 5 years of prior relevant experience, or equivalent experience
Preferred
Communication and stakeholder mgmt
Data analytics and reporting
Data cleaning, structure, and mgmt
Capacity mgmt and prioritization
Business/insurance acumen
IT processes and systems
Experience in contact center operations and workforce management
Familiarity with CRM integrations and API-based configurations
Knowledge of compliance and security standards in enterprise environments
Benefits
Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program - elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program
And more...
Company
Gallagher
Gallagher is an international insurance brokerage and risk management services firm.
10001+ employees
H1B Sponsorship
Gallagher has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (58)
2024 (31)
2023 (32)
2022 (45)
2021 (36)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$9.7B2024-12-09Post Ipo Equity· $8.5B
2023-06-22Post Ipo Debt· $1.2B
1984-06-29IPO
Leadership Team
Alec Herring
Area Senior Vice President
Mark Gresser
Executive Vice President
Recent News
Life Insurance International
2026-01-07
2025-12-04
2025-11-19
Company data provided by crunchbase