Workforce Operations Analyst

Hi Professionals;Location: Austin, TXDuration: 6 monthsOnsite RoleJob Title: Workforce Operations AnalystRole Descriptions:- Must have LinkedIn profile in SubmissionSupport 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 discrepanciesRequired Skills & TechnologiesCategory Tools / Skills- Ticketing & Workflow, ServiceNow, Jira, or equivalent ITSM platformsScheduling- WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)Productivity- Confluence, Webex, SlackData Entry & Reporting- Excel / Google Sheets (intermediate), basic SQL preferredCommunication- Strong written English; async-first communication across time zonesPreferred 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 setupSkills: Digital : Workforce Analytics~Digital : ServiceNow_IT Service Management