NOAM Workforce Management COE Analyst

The North America WFM Center of Excellence Analyst ensures that the workforce management systems are effectively understood and utilized across the organization. This incumbent is responsible for developing system policies, creating processes, developing training, and supporting change management activities for the WFM system.

Because this role involves access to confidential financial information, the Company has determined that a review of criminal history is necessary to protect the business and its operations and reputation and to provide similar protections for its clients and potential investments.

CORE RESPONSIBILITIES AND TASKS

• Optimize the SBS WFM system and processes to meet workforce needs and create opportunities for automation, enhanced integration, and reduction of manual processes.
• Support the identification of opportunities to automate the time and attendance system. Drive research and cost-benefit analysis to inform recommendations to achieve objectives.
• Support and advise on functional configuration, informing software implementation decisions. Provide recommendation on system design and configuration to SBS WFM Product Enablement Team.
• Develop time and attendance user stories and requirements for the SBS WFM solution.
• Partner with SBS Product Enablement to develop test cases and review test results for completion. Support testing of time & attendance and timecard functionality.
• Identify WFM system training needs. Develop training materials and programs to support retail and manufacturing employees.
• Partner with SBS WFM Data Insights to identify opportunities for system training needs to reduce contact center volume.
• Conduct train the trainer sessions to educate trainers on how to effectively deliver WFM system training to employees.
• Evaluate the effectiveness of training programs and update materials as needed to ensure they remain relevant and impactful.
• Monitor the impact of changes and make adjustments to drive adoption, enhance the effectiveness system, and clarify processes and policies.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelor's Degree from an accredited institution, or in lieu of a degree, 12 years of experience in related fields.

Preferred:

• Bachelor's Degree focused on Information Technology, Computer Science, Finance, or Economics
• Project management certification or designation desired

KNOWLEDGE & EXPERIENCE:

Required:

• 3+ years of experience managing system processes, training end users, supporting large-scale projects, or other related roles driving business needs.
• Experience with SaaS solutions, particularly focusing on enhancing the end user experience and product adoption.
• Expertise in configuring and customizing user stories for product backlogs to align with organizational needs and business value.
• Proficiency in implementing and maintaining large-scale software and projects.
• Acute business acumen and understanding of organizational issues and challenges.
• Ability to leverage analytical skills to identify improvement opportunities and influence change.
• Strong communication skills, both written and verbal, with excellent presentation expertise.
• Exceptional analytical, problem-solving, and critical thinking skills.
• Project management and resource planning experience.
• Acute business acumen and understanding of organizational issues and challenges.
• Ability to analyze and interpret time and attendance data.
• Ability to mentor a team, delegate tasks, oversee projects, and drive day-to-day operations.
• Ability to work independently and in a team environment.
• Ability to develop process mapping and standard operating procedures.
• Ability to manage priorities in a fast-paced work environment.

Preferred:

• Workforce Management implementation experience desired.
• Change management and training experience desired.
• Agile project management experience.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Microsoft Office products Word, Excel, and PowerPoint, Project

Preferred:

• Aptitude with UKG Pro Strategic Workforce Planning
• Aptitude with UKG Pro Advanced Scheduling configurations
• Aptitude with UKG Pro Forecasting configurations
• Aptitude with Payroll, HCM systems with strong understand of end-to-end data flow and process impact.
• Aptitude with Jira Agile platforms and other project management tools.

Travel: 20%