We d be thrilled to receive applications from exceptional individuals like yourself
- Gallagher, a global industry leader in insurance, risk management, and consulting services, boasts a team of over 50,000 professionals worldwide
- Our culture, known as The Gallagher Way, is driven by shared values and a passion for excellence
- At the heart of our global operations, the Gallagher Center of Excellence (GCoE) in India, founded in 2006, upholds the values of quality, innovation, and teamwork
- With 10,000+ professionals across five India locations, GCoE is where knowledge-driven individuals make a significant impact and build rewarding, long-term careers
- Overview The Talent Acquisition Operations Specialist: Technical Support role is part of TA Global Support team s (TAGS) operating model
- This model is designed to support back-end aspects of the recruiting hiring workflow and processes efficiently
- We are seeking a proactive and detail-oriented individual with a strong understanding of TA and passion for providing an exceptional candidate and stakeholder experience
- The TA Operations Specialist is a subject matter expert dedicated to processes, projects and technologies
- The incumbent will play a key role in supporting projects to evolve processes and procedures, optimize resources, maximize efficiencies, and drive operational excellence
- This is a unique opportunity to learn about every aspect of the recruiting life cycle and recruiting operations
- Responsibilities Provide second-level technical support for users of Talent Acquisition technologies such as Applicant Tracking System (ATS), Candidate Relationship Manager (CRM), Career Site/Portal, Vendor Management System (VMS), LinkedIn, and other AI platforms such as Paradox (chatbot)
- Troubleshoot and resolve user access issues within the applications, ensuring timely resolution to minimize downtime
- Investigate and resolve basic technical issues encountered by users, within the applications or other external errors
- Collaborate with other support teams to escalate complex issues and ensure efficient problem resolution
- Document all support interactions, including issue details, troubleshooting steps, and resolutions, in the support ticketing system within expected Service Level Agreement (SLA) timeline
- Contribute to the development and maintenance of knowledge base articles and documentation to empower users to resolve common issues independently
- Proactively identify trends or recurring issues and recommend improvements to enhance user experience and application stability
- Participate in cross-functional teams to support ongoing projects and initiatives related to application management and user support
- Qualifications Bachelor s degree in computer science, Information Technology, or related field, or equivalent work experience
- 4+ years of experience in technical support or helpdesk role, preferably supporting ATS, CRM, VMS, and other Talent Acquisition applications
- Proficiency in troubleshooting technical issues within web-based applications, including user access management and basic functionality
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues efficiently
- Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users
- Demonstrated understanding of Talent Acquisition workflows and the importance of the candidate experience
- Proven ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple priorities simultaneously
- Customer-focused mindset with a passion for delivering exceptional service and support to users
- Relevant certifications (eg, ITIL, HDI) are preferred
- Provide second-level technical support for users of Talent Acquisition technologies such as Applicant Tracking System (ATS), Candidate Relationship Manager (CRM), Career Site/Portal, Vendor Management System (VMS), LinkedIn, and other AI platforms such as Paradox (chatbot)
- Troubleshoot and resolve user access issues within the applications, ensuring timely resolution to minimize downtime
- Investigate and resolve basic technical issues encountered by users, within the applications or other external errors
- Collaborate with other support teams to escalate complex issues and ensure efficient problem resolution
- Document all support interactions, including issue details, troubleshooting steps, and resolutions, in the support ticketing system within expected Service Level Agreement (SLA) timeline
- Contribute to the development and maintenance of knowledge base articles and documentation to empower users to resolve common issues independently
- Proactively identify trends or recurring issues and recommend improvements to enhance user experience and application stability
- Participate in cross-functional teams to support ongoing projects and initiatives related to application management and user support
- Bachelor s degree in computer science, Information Technology, or related field, or equivalent work experience
- 4+ years of experience in technical support or helpdesk role, preferably supporting ATS, CRM, VMS, and other Talent Acquisition applications
- Proficiency in troubleshooting technical issues within web-based applications, including user access management and basic functionality
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex issues efficiently
- Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users
- Demonstrated understanding of Talent Acquisition workflows and the importance of the candidate experience
- Proven ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple priorities simultaneously
- Customer-focused mindset with a passion for delivering exceptional service and support to users
