Indio Senior Application Support Specialist

Information Technology
67231 Requisition #

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.


Position Summary:

The Indio Application Support Analyst Senior primarily supports the application software within AJG’s production operations.  The primary role includes supporting internal customers on the Client Service Operations (CSO) team during the entire phased rollout of the Indio application system.  This role requires the ability to work independently and in a team environment.  Additionally, this role requires exceptional organizational and problem-solving skills, with the ability to quickly learn business systems and workflows.  Responsibilities include monitoring and investigating performance or functional system issues in the production environment, answering a multitude of questions from users, and handling ticket queues to detect and resolve business operations.  The position will be required to work with internal and external vendor development teams to resolve production issues, as well as with our internal IT teams and CSO leadership.


Essential Duties and Responsibilities

  • Functions as a key member of the core Indio project team to adopt and rollout the Indio platform across the enterprise.
  • Acts as the Indio Subject Matter Expert (SME) for system functionality from a user perspective, data flow across all components, and CSO Indio workflow. 
  • Provides support to all internal CSO users.
  • Identifies and resolves complex problems  to develop solutions that represent the department or function at a broader level. 
  • Acts as key contributor working  with the various CSO Systems Process Owners and IT Development Teams to ensure proper changes, enhancements, updates are developed to maintain the operational performance of the Indio platform
  • May supervise day-to-day work of other employees, but does not typically have a formal management role.
  • Tests new versions/updates of the Indio application for compliance, along with other Indio compliance requirements.
  • Works with the Learning & Development team, IT, internal users, the Indio project team, and the Indio vendor to escalate related issues to the appropriate pathway.
  • Performs system administrative tasks such as: validation of automated data loads, importing data files, reconciliation of system processes, running and/or file transmissions.
  • Assists IT, vendors and business system analysts in performing root cause analysis and issue remediation related to Indio process and the integration with Epic.
  • Participates in evaluating, reviewing and automating existing processes.
  • Updates system administration documentation related to Indio.


  • Bachelor's degree or equivalent commercial insurance experience
  • 3 or more years of hands on experience troubleshooting complex, business systems, working in a production support, application support, help desk, pc support or related field.
  • 3 years of prior experience with Insurance Agency Management, CRM, or related financial industry system and software support and management experience is a plus.
  • Experience with ticketing systems such as Remedy, Service Now or other similar ticketing systems.
  • Strong application support or relevant production, technical support and problem/incident management experience.
  • Ability to listen, interpret requests (written and verbal) and/or ask appropriate questions in order to identify and efficiently solve problems by utilizing an analytical, pragmatic approach.
  • Insurance brokerage industry experience is a plus.


Work Traits:

  • Able to consistently meet deadlines
  • Highly enthusiastic
  • Great work ethic
  • A desire to succeed


U.S. Eligibility Requirements:

  • Interested candidates must submit an application and resume/CV online to be considered
  • Must be 18 years of age or older
  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
  • Must have unrestricted work authorization to work in the United States.  For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement which requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure


Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.  


Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic.‚Äč Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.



Please Note:

Gallagher never extends an offer of employment or requests any personal identification information without having received an online application and conducted one or more in-person or video interviews. If you have received any communication referencing the offer of a job at Gallagher and you have not submitted an online application or been interviewed by a Gallagher employee, please do not assume that the offer is being sent from a legitimate Gallagher representative.

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