Workforce Operations Analyst

Location:Austin ,TX

Role Descriptions:

 

 

 

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

 

Skills: Digital : Workforce Analytics~Digital : ServiceNow_IT Service Management

 

Experience Required: 4-6

Scalable Systems is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation