Operations Specialist - Technical Support

at  Gallagher

Introdução:
Welcome to Gallagher – a global leader in insurance, risk management, and consulting services. With a growing team of more than 45,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you’ll play a pivotal role in shaping Gallagher’s future and unlocking unparalleled opportunities for both clients and yourself.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Visão gera:
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.

Como você causará um impactov:

• 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.

Sobre você:

• 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 (e.g., ITIL, HDI) are preferred

Please refer the Job description for details