Role: Workforce Operations Analyst Location: Austin, Texas (On-Site)
Job 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
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