Technology Specialist – Business Analyst (Field Workforce Management)

Job Title: Technology Specialist – Business Analyst
Location: Maryland Heights, MO 63043
Work Arrangement: Onsite/Hybrid as required by client
Contract Duration: 12 Months
Experience: 8–10+ Years

Job Summary

We are seeking an experienced Technology Specialist – Business Analyst with strong expertise in Field Workforce Management (WFM) and field/mobile workforce dispatch solutions. The ideal candidate will have hands-on experience analyzing and supporting workforce management platforms used for technician scheduling, dispatch, route optimization, appointment capacity management, and field-service execution.

This role requires a true field/mobile workforce management background. Experience limited to contact-center/agent scheduling WFM will not be considered.

Required Skills

• 8–10+ years of experience as a Business Analyst, Technology Specialist, or similar role.

• Strong hands-on experience with Field Workforce Management (WFM) solutions.

• Experience with field service/dispatch platforms such as:

  • Salesforce Field Service

  • Oracle Field Service / TOA

  • ClickSoftware

  • ServiceNow Field Service Management (FSM)

  • IFS / Clevest

• Strong understanding of technician scheduling and dispatch processes.

• Experience with route and dispatch optimization.

• Experience with appointment capacity management.

• Knowledge of geofenced job execution and mobile field-service processes.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to investigate workforce management issues, identify root causes, and coordinate solutions with technical and business teams.

Key Responsibilities

1. Field Workforce Management Analysis

   • Analyze business processes and requirements related to field technician scheduling, dispatch, routing, capacity, and field execution.

   • Translate business requirements into functional and technical requirements.

2. WFM Tool Support & Optimization

   • Work hands-on with field workforce management platforms to investigate issues and identify opportunities for process and system improvements.

   • Analyze technician schedules, routing, appointment capacity, dispatch rules, and field-service workflows.

3. Issue Investigation & Stakeholder Collaboration

   • Investigate complex WFM and field-service issues, perform root-cause analysis, and recommend solutions.

   • Collaborate with business stakeholders, product teams, developers, and field operations teams to resolve issues and improve system performance.

Preferred Qualifications

• Experience working with large-scale field service or utility/telecommunications workforce environments.

• Experience with mobile workforce applications and technician workflows.

• Experience documenting business requirements, process flows, user stories, and functional specifications.

• Strong communication and stakeholder-management skills.

• Experience working in Agile/Scrum environments is a plus.

Important Candidate Requirement

Candidates must have Field/Mobile Workforce Management experience.

❌ Do not submit candidates whose WFM experience is limited to contact-center/agent scheduling.

The ideal candidate should have direct experience with field technicians, dispatch, scheduling, routing, appointment capacity, and/or geofenced field-service execution.