Systems Analyst, Cs Workforce Management

Job Description

Summary of the Role

The Systems Analyst role provides support for the WFM applications across our global CS landscape. The successful candidate will be responsible for the architecture of Netflix's WFM system and work alongside 3rd party vendor teams to maintain the continuity of the platform. You will be responsible for the administration of the platform which includes the permissioning, hierarchy, nomenclature, licensing, data structure, reporting, and upgrades to the system. This is a critical, highly technical role responsible for Tier 1 troubleshooting and support for all internal and external users across a vast global network.

Responsibilities
• Responsible for maintenance and architecture of the global Netflix WFM system (application)
• Triage and troubleshoot issues with Netflix's workforce management toolset
• Responsible for WFM system upgrades in partnership with 3rd party support teams
• Accountable for data accuracy into other internal reporting tenants
• Conduct comprehensive analysis to reconcile headcount across multiple data systems (ACD, WFM, CRM, etc)
• Responsible for user and employee record licensing
• Provide data analysis to leadership that drives efficiencies within the call center to include: contact volume analysis, AHT, shrinkage trends, utilization, occupancy
• Develop and establish team standards and procedures
• Be a steward of technology and be accountable for the design and implementation of new systems, and also for maintaining and enhancing existing systems to meet business goals and needs
• Serve as a technical advisor to the workforce management community to both internal and external users of the application
• Handle business partner relationships maturely and professionally; foster good working relationships with business partners and IT peers
• Foster an inclusive, collaborative environment within the team, with enterprise architects, Infrastructure, Support, and with other IT teams
• Understand company goals and initiatives, communicate vision, and align team goals to company goals

Qualifications and Competencies
• BA/BS degree or equivalent work experience in a systems/application support role
• Extensive working knowledge of Workforce Management Platforms (Calabrio, NICE IEX, Aspect WFM, Teleopti, etc)
• 3+ years experience working in large call centers using 3rd party applications
• Expert-level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros, VBA)
• Solid math and PC skills
• Highly analytical
• Understanding of statistical methods and call center planning methodologies, specifically Erlang-C calculations
• Ability to gather and combine complex data from multiple sources
• Understanding of data mining/SQL, nice to have

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Jobcode: Reference SBJ-g3qeyx-3-143-9-115-42 in your application.