WFM Senior Server Administrator (Tier-3 Support)

About the role

This role ensures the stability, integrity and day-to-day performance of workforce management (WFM) systems for users and stakeholders, acting as Tier-3 support. It provides workforce optimization system support to the Global Workforce Management Organization, its Planners and RTA end users, and to all full-time employees using the web-based Aspect application. The administrator works with end users who open tickets, with technical teams to find resolutions, and with the IT team to fix IT-related issues and system enhancements.

Key responsibilities

• Maintain data quality of input sources so resources are accurately represented in the scheduling software, and audit org and campaign setups, feeds, adherence, mapping and skilling
• Troubleshoot system issues, user problems and problems in other software, and partner with the software supplier to resolve them
• Serve as WFM liaison to internal departments and act as main point of contact for outages, including creating an outage process and escalation path
• Conduct training for new hire WFM staff (RTAs, planners) and Operations, and write incident reports with root cause analysis
• Administer access rights and identify software innovations that improve data accuracy

Required profile

• Minimum 2 years of experience as a system administrator on the Aspect WFO system
• Bachelor's degree in Information Technology, Computer Science or Engineering, or equivalent work experience
• Ability to communicate clearly with non-technical requestors and technical partners, and to explain workforce planning concepts to operations staff
• Ownership of tasks from start to finish, strong documentation skills and meticulous attention to detail

Required skills

• Understanding of workforce management solutions
• Advanced MS Excel, including macros, scripting and commands
• Advanced troubleshooting and analytical aptitude for process and workflow optimization
• Planning, time management and organizational skills