Workforce Operations Analyst

Hi, Everyone

• ******W2 CONTRACT ONLY***W2 CONTRACT ONLY***W2 CONTRACT ONLY******
• 100% Closure & Long-term project, Immediate Interview Surely

• Job Title: Workforce Operations Analyst
• Location: Austin, TX
• Contract : w2 Contract / c2c Contract
• JD :

Support 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 discrepancies

• Required Skills & Technologies
• Category Tools / Skills- Ticketing & Workflow, ServiceNow, Jira, or equivalent ITSM platforms
• Scheduling- WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)
• Productivity- Confluence, Webex, Slack
• Data Entry & Reporting- Excel / Google Sheets (intermediate), basic SQL preferred
• Communication- Strong written English; async-first communication across time zones

• Preferred 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

Skills: Digital : Workforce Analytics~Digital : ServiceNow_IT Service Management

Experience Required: 4-6

NOTE: Please share your updated resume to [email protected]