Workforce Operations Analyst

JOB DETAILS:

Position: Workforce Operations Analyst

Location: Austin, TX Onsite

Type of Employment: 12+ Months Contract

Role Description:

Support the SDS Workforce Operations team in managing day-to-day scheduling, provisioning, and ticket resolution. This role is operational in nature handling a high volume of discrete tasks across multiple workflows (~1,300 1,500 tickets/month).

Key Responsibilities

• Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support Portal
• Accurately triage incoming requests and route them to the appropriate downstream team or system
• Maintain scheduling records and ensure timely updates across workforce management tools
• Coordinate with cross-functional teams across Austin, Cork, and Singapore time zones
• Identify recurring issues and escalate patterns to the QBA/analytics team for process improvement
• Ensure data accuracy in provisioning systems and report discrepancies

Required Skills & Technologies

• Category Tools / Skills- Ticketing & Workflow, ServiceNow, Jira, or equivalent ITSM platforms
• Scheduling- WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)
• Productivity- Confluence, Webex, Slack
• Data Entry & Reporting- Excel / Google Sheets (intermediate), basic SQL preferred
• Communication- Strong written English; async-first communication across time zones

Preferred Qualifications

• 4+ years in workforce operations, helpdesk operations, or back-office support
• Familiarity with SLA-driven ticket environments
• Experience working in a multi-geography team setup