Workforce Operations Analyst
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Workforce Operations Analyst Join our dynamic team as a Workforce Operations Analyst, where you'll support the SDS Workforce Operations team in managing day-to-day scheduling, provisioning, and ticket resolution. This operational role involves handling a high volume of discrete tasks across multiple workflows.
Required Skills & Qualifications:
- Experience with ticketing & workflow management using tools like Service
- Now, Jira, or equivalent ITSM platforms
- Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)
- Strong productivity skills using Confluence, Webex, Slack
- Intermediate skills in Excel / Google Sheets; basic SQL preferred
- Strong written English communication; async-first communication across time zones
- Prior work experience at client or in client's industry
- Applicants must be able to work directly for Artech on W2Preferred Skills & 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
Day-to-Day 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
- Company Benefits & Culture:
- Collaborative and inclusive work environment
- Opportunities for professional development and growth
- Flexible work arrangements