Systems Analyst, CS Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, maintain, and enhance the global Netflix WFM platform.

• Collaborate with cross-functional teams on strategic initiatives, system integrations, and enhancements.

• Assist in integrating third-party adjuncts and internal tools into the WFM platform.

• Gather requirements, validate integrations, troubleshoot issues, and provide ongoing support.

• Validate and reconcile data from ACD, CRM, and Data Warehouse sources.

• Partner with Data & Reporting and Data Science teams to address data discrepancies.

• Offer Tier 1 technical support and troubleshooting assistance to internal stakeholders and external partners.

• Escalate complex issues as required.

• Manage user provisioning, licensing, and profile audits.

• Develop and enhance team standards, procedures, and best practices.

• Act as a technical advisor and subject matter expert for the workforce management community.

• Maintain relationships with business partners, IT colleagues, and third-party vendors.

• Monitor industry trends, system upgrades, and emerging technologies.

• Suggest proactive system and process improvements.

• Support enterprise architects, infrastructure, support, and other IT teams.

⛳️ Requirements

• BA/BS degree or equivalent experience in a systems/application support or analysis role.

• 3+ years of experience with third-party WFM Contact Center applications (Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti, etc.) or similar application support experience.

• Experience utilizing a third-party contact routing platform (Avaya, Genesis, Sprinklr).

• Experience with or exposure to Generative AI (e.g., LLMs) and prompt engineering for data analysis, forecasting, reporting, process automation, or similar tasks.

• Advanced skills in Google Sheets/Excel, including complex calculations, pivot tables, and external data links.

• Proven ability to gather, combine, and validate complex data from various sources.

• Demonstrated troubleshooting and problem-solving capabilities.

• Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners.

• Strong commitment to continuous improvement, innovation, accountability, and inclusion.

🏝️ Benefits

• Health Plans.

• Mental Health support.

• 401(k) Retirement Plan with employer match.

• Stock Option Program.

• Disability Programs.

• Health Savings and Flexible Spending Accounts.

• Family-forming benefits.

• Life and Serious Injury Benefits.

• Paid leave of absence programs.

• Full-time hourly employees accrue 35 days annually for paid time off to be utilized for vacation, holidays, and sick paid time off.

• Full-time salaried employees are immediately eligible for flexible time off.