• Lead discovery efforts to analyze complex business processes across product, sales, and customer success operations. • Translate ambiguous business needs into clear requirements, user stories, process maps, and system designs. • Break down high-level concepts into actionable deliverables (data maps, workflows, diagrams). • Act as a bridge between business and technical teams, ensuring shared understanding and alignment. • Partner with Product, Engineering, and Business Systems teams to design and enhance internal tools and platforms that improve operational efficiency and user experience. • Analyze data to identify trends, inefficiencies, and opportunities for optimization. • Identify opportunities to leverage AI (e.g., ChatGPT, Claude, Gemini) and automation to improve workflows, decision-making, and customer experience. • Help establish scalable frameworks for AI-driven process improvement and quality measurement. • Own and maintain high-quality documentation in Jira. • Build strong stakeholder relationships and communicate insights effectively to both technical and non-technical audiences.

Role Description - Liderar e desenvolver o time de suporte, promovendo capacitação, alinhamento e cultura de excelência no atendimento; - Estruturar, padronizar e otimizar processos de atendimento e suporte técnico; - Monitorar indicadores de performance, qualidade e satisfação dos clientes, promovendo ações de melhoria contínua; - Gerenciar a priorização e tratamento de chamados, bugs junto às áreas de produto e tecnologia; - Atuar em conjunto com outras áreas (Comercial, Customer Success, Implantação) para garantir uma jornada positiva ao cliente; - Promover o uso de ferramentas e automações que aumentem a produtividade da equipe e a experiência do cliente; - Ser referência técnica e comportamental dentro da área, garantindo alinhamento com a cultura da empresa; - Apoiar em outras atividades relacionadas ao setor e às demandas da equipe. Qualifications - Formação Acadêmica: Ensino superior completo em Administração, Contabilidade, Sistemas de Informação ou áreas afins. - Experiência com gestão de equipes de suporte ou atendimento ao cliente, preferencialmente em empresas de tecnologia ou consultoria; - Experiência em processos fiscais e/ou contábeis é um diferencial importante. - Conhecimento em sistemas ERP; - Familiaridade com ferramentas de atendimento (Jira e Hubspot); - Conhecimento em processos tributários, contábeis ou legais.

Role Description Working with our IT integration team, the Business Analyst will work to document and rationalize the application stack of newly acquired entities and how their applications will work within, migrate to, or be sunset as the acquired entity is prepared for integration into the acquiring business enterprise IT environment. - Develop, lead, and direct ongoing development of applications critical to business productivity and day-to-day client management. - Work with the teams responsible for GBS Standard Applications to provide estimates and timelines for application migration. - Identify application integration roadmap and define migration requirements as it relates to overall integration program. - Manage deliverables required for the integration program. - Address business questions on how application migration/integration work will affect ongoing day-to-day business functions. - Manage relationships with the overall project team and corporate business/IT functional areas for Gallagher and acquired team(s). - Support key business and IT stakeholders for application integration(s) across the spectrum of required application ownership areas. - Provide weekly executive summaries to stakeholders. Qualifications - Application Migration and/or Integration Experience. - Experience with application development, modification, and maintenance. - Demonstrated fluency in product knowledge. - Ability to document application workflows, dependencies, and processes. - Experience with cloud applications. - Experience with direct/employee benefits and products preferred. 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...

• Lead complex system implementations by configuring, installing, and maintaining hardware and software across multi-vendor environments, ensuring seamless integration and optimal performance. • Execute provisioning and migration projects, including cloud infrastructure integrations, server migrations, and environment upgrades, ensuring services are correctly deployed and ready for customer consumption. • Collaborate cross-functionally with sales engineers, project managers, and vendors to design and deliver tailored implementation solutions aligned to customer requirements and technical specifications. • Produce comprehensive technical documentation, including system requirements, specifications, and support materials to ensure knowledge transfer and operational continuity. • Drive continuous improvement in service delivery by analyzing existing processes, recommending cost-effective alternatives, and contributing to the development of best practices and standards.