Business Analyst Field Workforce Management (WFM)

Job Description -

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.

Experience with one or more of the following platforms:

• Salesforce Field Service
• Oracle Field Service (TOA)
• ClickSoftware
• ServiceNow Field Service Management (FSM)
• IFS / Clevest
• 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.