Workforce Operations Analyst

Purple DriveWorkforce Operations AnalystSupport the SDS Workforce Operations team in managing day-to-day scheduling, provisioning, and ticket resolution. This role is operational in nature — handling a high volume of discrete tasks across multiple workflows (~1,300–1,500 tickets/month).Key Responsibilities:Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support PortalAccurately triage incoming requests and route them to the appropriate downstream team or systemMaintain scheduling records and ensure timely updates across workforce management toolsCoordinate with cross-functional teams across Austin, Cork, and Singapore time zonesIdentify recurring issues and escalate patterns to the QBA/analytics team for process improvementEnsure data accuracy in provisioning systems and report discrepanciesRequired Skills & Technologies:Category Tools / Skills- Ticketing & Workflow, ServiceNow, Jira, or equivalent ITSM platforms Scheduling- WFM tools (e.g., NICE IEX, Verint, Aspect, or similar) Productivity- Confluence, Webex, Slack Data Entry & Reporting- Excel / Google Sheets (intermediate), basic SQL preferred Communication- Strong written English; async-first communication across time zonesPreferred 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