Workforce Management Analyst Senior
Core
Strategic partner to Service Desk leadership ensuring right resources are available at the right time through workforce planning, forecasting, scheduling, and capacity management.
Role type
Senior Workforce Management Analyst (IT Service Desk)
Builds
Optimized staffing schedules, capacity plans, and operational performance for IT Service Desk and Internal Workforce Support.
Domain
IT Service Management (ITSM) / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce planning, capacity planning, forecasting, scheduling, operational analytics, data analysis, risk management, supplier relationship management, budget management, SLA performance monitoring
Preferred skills
Workforce Management Professional (WFM) certification, ITIL Foundation certification, ServiceNow data analysis, executive reporting
Technologies
NICE IEX, Verint, Genesys, ServiceNow, Microsoft Office (Excel, PowerPoint, Word)
Responsibilities
Collect, analyze, and report on workforce metrics for capacity planning; maintain business schedule processes and data alignment; manage strategic supplier relationships and quality guidelines; partner on workflow process improvements; determine headcount, volumes, and budget; conduct scheduling analysis to identify trends; serve as resource for escalated issues; identify and control business activity risks
Seniority
Senior, hands-on IC with strategic partnership duties
