Senior Business Analyst

Job Title: Senior Business Analyst Field Workforce Management (WFM)

Location: Charlotte, NC 28217
Duration: 6 Months (Contract)
Vendor Rate: $73/hr
Candidate Rate: $56/hr on C2C
Experience: 8 10 Years
Start Date: October 12, 2026
Interview Mode: Face-to-Face Required (yes)
Certifications: Not Required

Job Summary

We are seeking an experienced Senior Business Analyst with strong expertise in Field Workforce Management (WFM) solutions to support business operations, field service optimization, and workforce scheduling initiatives.

The ideal candidate will have hands-on experience with field dispatch and workforce management platforms such as Salesforce Field Service, Oracle Field Service (TOA), ClickSoftware, ServiceNow FSM, or IFS Clevest.

This role requires strong business analysis capabilities, including gathering and defining requirements from ambiguous business needs, collaborating directly with stakeholders, and translating business challenges into actionable functional requirements.

Important: Candidates must have experience with field/mobile workforce management systems , specifically technician scheduling and dispatch operations. Experience limited to contact center or call center workforce scheduling will not be considered relevant.

Required Skills & Qualifications

• 8 10 years of overall experience in Business Analysis, IT Service Management, Operations, or related functional areas.

• Strong hands-on experience with Field Workforce Management (WFM) and Field Service Management (FSM) platforms .

• Practical experience with at least one of the following tools:

  • Salesforce Field Service

  • Oracle Field Service (TOA)

  • ClickSoftware

  • ServiceNow Field Service Management (FSM)

  • IFS Clevest

• Strong understanding of field technician scheduling, workforce allocation, and dispatch management .

• Experience with route optimization, dispatch optimization, and technician assignment processes.

• Knowledge of appointment scheduling, appointment capacity management, and field workforce availability.

• Familiarity with geofencing and location-based field job execution.

• Proven ability to investigate, analyze, and define business requirements from incomplete or ambiguous requests.

• Experience working directly with business stakeholders to identify operational challenges and recommend solutions.

• Strong analytical, problem-solving, and functional documentation skills.

• Excellent written and verbal communication skills, including the ability to engage with senior management and VP-level stakeholders.

Key Responsibilities

1. Business Requirements Gathering & Analysis

• Collaborate directly with business stakeholders to understand operational challenges, business objectives, and functional requirements.

• Investigate ambiguous or incomplete business requests and translate them into clear, structured business requirements.

• Conduct stakeholder discussions, requirement-gathering sessions, and business process analysis.

• Identify gaps in existing business processes and recommend improvements.

2. Field Workforce Management & Dispatch Optimization

• Analyze field workforce management processes, including technician scheduling, dispatching, and resource allocation.

• Work with field service platforms to support scheduling optimization, route planning, and appointment management.

• Evaluate workforce availability, technician capacity, and dispatch efficiency.

• Support improvements to field service operations, geofenced job execution, and mobile workforce productivity.

3. Stakeholder Collaboration & Communication

• Act as a liaison between business stakeholders, technical teams, and operational leadership.

• Translate business needs into functional specifications and actionable requirements.

• Communicate findings, recommendations, and project updates to senior leadership, including VP-level audiences.

• Ensure alignment between business objectives, functional requirements, and technical solutions.

4. Process Improvement & Functional Support

• Analyze existing workflows and identify opportunities for operational efficiency.

• Document business processes, functional requirements, and process improvement recommendations.

• Collaborate with technical teams to validate proposed solutions against business needs.

• Support functional discussions, solution reviews, and issue resolution.

Nice-to-Have Skills

• Experience working in large enterprise IT service, support, or field operations environments.

• Strong stakeholder management and cross-functional collaboration experience.

• Ability to communicate complex business and technical concepts to both technical and nontechnical audiences.

• Experience presenting business analysis findings and recommendations to senior leadership.

• Strong understanding of field service operational workflows and business process optimization