Business Analyst – Field Workforce Management (WFM)
Location: Maryland Heights, MO 63043
Work Arrangement: Onsite
Duration: 12 Months
Experience Required: 8–10 Years
Job Description
We are seeking an experienced Business Analyst with strong expertise in Field Workforce Management (WFM) solutions. The ideal candidate will have hands-on experience with field service dispatch and mobile workforce management platforms, supporting technician scheduling, route optimization, appointment capacity management, and field job execution.
This role requires a professional who can analyze field operations processes, investigate scheduling and dispatch issues, gather business requirements, and collaborate with business and technical teams to improve workforce efficiency.
Important: Experience must be in field-based mobile workforce management, not contact center agent scheduling.
Key Responsibilities
Gather, analyze, and document business requirements for field workforce management processes.
Work with field service dispatch and workforce management tools to support technician scheduling and dispatch operations.
Analyze and troubleshoot issues related to route optimization, appointment scheduling, capacity management, and field job execution.
Collaborate with business stakeholders, field operations teams, product owners, and technical teams to identify process improvement opportunities.
Translate business needs into functional requirements, user stories, process flows, and acceptance criteria.
Investigate scheduling conflicts, dispatch inefficiencies, and operational workflow issues.
Support system enhancements, integrations, user acceptance testing (UAT), and implementation activities.
Validate business processes and ensure workforce management solutions meet operational requirements.
Coordinate with cross-functional teams to resolve issues and support ongoing system improvements.
Prepare business documentation, functional specifications, process maps, and status reports.
Required Skills
8–10 years of relevant Business Analysis experience.
Strong hands-on experience with Field Workforce Management (WFM) tools.
Experience with field service dispatch and mobile workforce management processes.
Knowledge of technician scheduling, route dispatch optimization, and appointment capacity management.
Experience supporting geofenced job execution or mobile field service workflows.
Ability to investigate operational issues and analyze complex business processes.
Strong requirements gathering, documentation, and stakeholder management skills.
Experience working with business and technical teams to deliver system enhancements.
Preferred Technical Experience
Experience with one or more of the following platforms:
Preferred Qualifications
Experience in field service, utilities, telecommunications, or other technician-based service operations.
Experience with system integrations, functional testing, and UAT.
Strong analytical, problem-solving, and communication skills.
Ability to work onsite in Maryland Heights, Missouri.
Ideal Candidate Profile
A Business Analyst with proven experience in field-based workforce management platforms and technician dispatch operations. Candidates must understand the practical challenges of mobile workforce scheduling, route optimization, appointment management, and field execution.
Important screening criteria: Candidates whose only WFM experience is contact center agent scheduling will not be a fit for this role.
