Workforce Operations Analyst

Austin, TX, US • Posted 22 hours ago • Updated 22 hours ago
Contract Corp To Corp
Contract W2
12 Months
On-site
$50 - $55/hr
Fitment

Dice Job Match Score™

👾 Reticulating splines...

Job Details

Skills

  • Workforce Operations

Summary

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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: RTX1d5550
  • Position Id: 9011246
  • Posted 22 hours ago
Contact the job poster
PR

Pradeep Reddy Thumallap

Recruiter @ Adbakx LLC
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