Workforce Operations Analyst

Workforce Operations AnalystJoin 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 ServiceNow, Jira, or equivalent ITSM platformsProficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)Strong productivity skills using Confluence, Webex, SlackIntermediate skills in Excel / Google Sheets; basic SQL preferredStrong written English communication; async-first communication across time zonesPrior work experience at client or in client's industryApplicants must be able to work directly for Artech on W2Preferred Skills & Qualifications:4 years in workforce operations, helpdesk operations, or back-office supportFamiliarity with SLA-driven ticket environmentsExperience working in a multi-geography team setupDay-to-Day Responsibilities:Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support PortalAccurately triage incoming requests and route them to the appropriate downstream team or systemMaintain scheduling records and ensure timely updates across workforce management toolsCoordinate with cross-functional teams across Austin, Cork, and Singapore time zonesIdentify recurring issues and escalate patterns to the QBA/analytics team for process improvementEnsure data accuracy in provisioning systems and report discrepanciesCompany Benefits & Culture:Collaborative and inclusive work environmentOpportunities for professional development and growthFlexible work arrangements