Senior Business Analyst - Sales & Service Workforce Management

Description

Join the Sales & Service Workforce Management team as a Senior Business Analyst who leads the strategy, governance, and delivery of the WFM technology ecosystem, including Calabrio/Verint WFM, Triton, Power BI, Power Apps, SharePoint, and Jira Service Desk.

 

In this role, you’ll serve as the system administration point of contact and project lead for WFM tools. You’ll manage releases, drive process improvements, and make sure systems meet business, compliance, and governance needs. You’ll partner with WFM leaders, Compliance, Advanced Analytics, Solutions, and vendor partners to prioritize work, build the business case for change, and deliver solutions that reduce manual effort and improve the customer and employee experience. You’ll work under limited direction from your manager on complex initiatives and provide guidance to less experienced team members.

 

*This position may have in-office requirements depending on the candidate's location.*

 

What you’ll do:

 

• Lead WFM systems delivery: Own the roadmap, prioritization, and delivery of WFM tool configuration, releases, and enhancements, managing scope, timelines, risks, and stakeholder communication from intake through implementation and evaluation.
• Manage releases and system health: Plan and lead release validation, assess business impact, coordinate testing and deployment, and drive application issues to resolution with the vendor and internal product owners.
• Drive governance and compliance: Run access and configuration audits, enforce controls, and partner with Compliance, Talent, and Advanced Analytics to mitigate operational and compliance risk.
• Build and own solutions: Own the design, enhancement, and support of Power Apps and related Power BI reporting, favoring cost-effective solutions built on already-licensed platforms over developer-dependent builds.
• Improve processes and intake: Assess current state, identify opportunities, and build business cases (including cost/benefit and feasibility) to align processes, improve first-contact resolution, and create a consistent customer experience.
• Partner and influence: Serve as the liaison between Forecasting, WFM operations, and technology partners, and bring user feedback and enhancement ideas to the vendor’s product teams.
• Communicate and mentor: Present findings and recommendations to stakeholders and leadership, and guide less experienced analysts.

 

Ideal experience includes:

• Project or program management experience leading cross-functional initiatives from intake through implementation and evaluation
• Hands-on administration or configuration of WFM platforms (Calabrio/Verint, NICE IEX, or similar)
• Experience with Microsoft Power Platform (Power Apps, Power BI), SharePoint, and Jira or similar service desk tools
• Experience planning, testing, and validating system releases
• Experience with business analysis methods such as current state assessments, requirements gathering, cost/benefit analysis, and process improvement
• Familiarity with governance, access controls, and audit processes in a regulated environment
• Strong stakeholder management and the ability to influence without direct authority
• An inquisitive, collaborative mindset, strong attention to detail, and a bias toward operational accuracy

Qualifications

• Displays strong research, problem solving, analytical, critical thinking, influencing, relationship management, and presentation skills.
• Strong business operations knowledge to include understanding the function's value chain and market conditions.
• Solid ability to support change and impart value within an organization.
• Solid project management skills as part of implementing business process changes.
• Strong knowledge of available data sources, strengths and shortcomings.
• May also be relevant based on the particular needs of the position
• Advanced knowledge of Excel and solid knowledge of database software.
• Solid knowledge of business intelligence tools preferred.
• Bachelor’s degree or equivalent experience in addition to 5+ years of relevant experience to include business analysis work.

 

Employees may apply for a new role after completing 12 months of employment in their current position.

 

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines.  For country-specific details, please consult your local recruiting / HR team.

Travel

10%