Administrative Skills, Atlassian JIRA, Communication Skills, Cross-Functional, Data Quality, English Language, Geography, Help Desk, IT Service Management (ITSM), Identify Issues, Operational Audit, Process Improvement, Record Keeping, SQL (Structured Query Language), Service Level Agreement (SLA), ServiceNow, Slack, Team Player, Time Management, WebEx, Workforce Management, Writing Skills
Job ID : 95320-1
Job Title : Workforce Operations Analyst
Location : Austin, TX
Duration : 6 months + possible extension
Rate Range: $50 - $53/hour on W2/ C2C (All inclusive)
Introduction
Join 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 platforms
- Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar)
- Strong productivity skills using Confluence, Webex, Slack
- Intermediate skills in Excel / Google Sheets; basic SQL preferred
- Strong written English communication; async-first communication across time zones
- Prior work experience at client or in client's industry
Applicants must be able to work directly for Artech on W2
Preferred Skills & 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
Day-to-Day 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
Company Benefits & Culture
- Collaborative and inclusive work environment
- Opportunities for professional development and growth
- Flexible work arrangements
For immediate consideration please click APPLY to begin the screening process with Alex.