Job Title: Technology Specialist Field Workforce Management (FWM) Business Analyst
Work Location: Charlotte, NC 28217
Contract Duration: 6 Months
Experience Level: 8 10 Years
Job Summary
We are seeking a senior Business Analyst / Technology Specialist with extensive experience in Field Workforce Management (FWM) platforms. The ideal candidate will bridge the gap between business stakeholders and technical execution teams, taking ownership of defining, analyzing, and optimizing field operations workflows-including technician scheduling, route/dispatch optimization, and geofenced execution.
Key Responsibilities
Field Operations Workflow Optimization: Define, analyze, and optimize core field dispatch processes, including technician scheduling, route and dispatch optimization, appointment/capacity management, and geofenced job execution.
Requirements Discovery & Definition: Investigate ambiguous or incomplete business requests directly with key business stakeholders and translate them into clear, actionable technical requirements and user stories.
Cross-Functional Communication & Stakeholder Engagement: Act as the primary liaison between business leads and technical teams, presenting solutions and status updates effectively up to VP-level leadership.
Required Qualifications & Skills
Hands-on Field Workforce Management (FWM) Experience: Deep expertise in field/mobile workforce tools (e.g., Salesforce Field Service, Oracle Field Service/TOA, ClickSoftware, ServiceNow FSM, or IFS/Clevest).
Note: Candidate experience must strictly focus on field/mobile workforce operations, not contact center or agent scheduling.
Analytical & Business Analysis Mastery: Demonstrated ability to drive requirement discovery in complex, ambiguous environments rather than simply documenting pre-defined requirements.
Senior Stakeholder Management: Proven track record of working directly with business leads and communicating clearly with senior leadership up to executive/VP levels.
Industry Experience: 8 10 years of professional experience as a Business Analyst or Technology Specialist within IT service, support, and operations.