Business System Analyst

Gallagher • Independence, OH

3h • Hybrid

About The Position

The Systems Analyst serves as the primary administrator and subject matter expert for the Genesys platform, reporting tools, general IT support and technical resource for Alternative Health Solutions Practice. This role is responsible for ensuring optimal configuration, performance, and user adoption of Genesys technology to enhance customer experience, operational efficiency, and business continuity. Additionally, the Systems Analyst is responsible for administering and maintaining connections and integrations between Genesys, Salesforce, and other enterprise tools to ensure seamless data flow and operational alignment across platforms.

Requirements

• 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.

Responsibilities

• Manage Genesys 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.
• Coordinating and creating reporting tools to give leadership a line of sight into the advisor's performance and business results.
• 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.
• Provide business line leaders reporting tools for advisor performance and business activity.
• Export activity performance reports for business analysis when needed.
• 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, sales, QA 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
• Assist QA and Member Services with compliance needs and investigation requests.
• 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
• Assist with advisor onboarding and set up processes.
• Assist with campaign onboarding and set up processes.
• Assist with new merger partner onboarding initiatives.
• Assist members with general IT assistance, systems support and be a technical resource to AHS members.
• Coordinate with Marketing, Finance, Sales, and Compliance on projects to help automate and streamline projects and deliverables.
• Coordinate with stakeholders to manage routine reporting tools like Power BI or similar systems.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level