ITS Workforce Analyst (GWP), Global Workforce Planning (GWP)

IT Services Variable is looking for a Workforce Analyst who can be a part of a fast-paced capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.

In this role, you will support the delivery of service levels and productivity targets for all skills / sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.

Responsibilities include :

• On-going generation, creation, and maintenance of accurate data / reporting
• Run “what-if” scenarios for staffing
• Analyze data to outline any reasons for under / over performance, and recommend actions to improve performance.
• Support the production, communication, & implementation of service level action plans
• Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
• Work with operational and support teams to effectively plan non-productive time (NPT)
• Ensure accurate recording and reporting of metrics
• Develop relationships with leadership and workflow / capacity partners, to include sharing standard methodologies
• Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts
• Communicate and interact effectively with operations and support functions to provide internal customers with information / data needs in a timely manner
• Evaluate and implement opportunities for improving workflow processes and automation of processes
• Monitor adherence to productivity and SLA

About the team

Global Workforce Planning (GWP) is a team responsible for ensuring support teams have the right people, in the right place, at the right time to provide support for customers. GWP facilitates the end-to-end process from planning to execution in partnership with stakeholders.

This process starts with planning, followed by scheduling, and real time monitoring. GWP works with leadership across all regions to ensure our production staff is available to meet customer demand.

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