Senior Business Analyst - Sales & Service Workforce Management

About this role

## Description

Join the Sales & Service Workforce Management team as a Senior Business Analyst who leads the strategy, governance, and delivery of the WFM technology ecosystem, including Calabrio/Verint WFM, Triton, Power BI, Power Apps, SharePoint, and Jira Service Desk.

In this role, you’ll serve as the system administration point of contact and project lead for WFM tools. You’ll manage releases, drive process improvements, and make sure systems meet business, compliance, and governance needs. You’ll partner with WFM leaders, Compliance, Advanced Analytics, Solutions, and vendor partners to prioritize work, build the business case for change, and deliver solutions that reduce manual effort and improve the customer and employee experience. You’ll work under limited direction from your manager on complex initiatives and provide guidance to less experienced team members.

*\*This position may have in-office requirements depending on the candidate's location.\**

What you’ll do:

• **Lead WFM systems delivery:** Own the roadmap, prioritization, and delivery of WFM tool configuration, releases, and enhancements, managing scope, timelines, risks, and stakeholder communication from intake through implementation and evaluation.
• **Manage releases and system health:** Plan and lead release validation, assess business impact, coordinate testing and deployment, and drive application issues to resolution with the vendor and internal product owners.
• **Drive governance and compliance:** Run access and configuration audits, enforce controls, and partner with Compliance, Talent, and Advanced Analytics to mitigate operational and compliance risk.
• **Build and own solutions:** Own the design, enhancement, and support of Power Apps and related Power BI reporting, favoring cost-effective solutions built on already-licensed platforms over developer-dependent builds.
• **Improve processes and intake:** Assess current state, identify opportunities, and build busine...