Job Description

Our client, a leader in financial technology, is hiring for a contract Business Systems Analyst II. This is a hybrid position with 3 days onsite per week in Plano, TX.

50% of the role is focused on supporting Salesforce Reporting, Dashboards, and Analyst Case Queues. 50% of the role is analyzing Salesforce/Operations trends, determining the pain points for reporting/queues to optimize processes.

Required Skills:

• Strong experience with Salesforce Lightning and generating Salesforce reporting
• Experience using Omni Supervisor for monitoring queue's, skillsets
• Exceptional attention to detail to ensure data integrity and accuracy in all tasks
• A strong sense of urgency to address time-sensitive issues and adapt to a fast-paced environment
• Strong analytical and organizational skills with the ability to identify trends, solve problems, and make data-driven decisions
• Effective communication skills to interact with cross-functional teams and convey information clearly.
• Proficiency in WFM tools, spreadsheets, and ticketing systems (prior experience is a plus).

Responsibilities:

• Reporting: Generate, review, and distribute reports related to staffing, scheduling, performance, and other WFM metrics.
• Ticketing: Manage and resolve workforce-related tickets in a timely and organized manner to ensure seamless communication and issue resolution.
• Real-Time Monitoring: Actively monitor staffing levels, queues, and performance metrics in real time to identify variances and make quick adjustments as needed.
• Data Entry: Accurately input and maintain workforce-related data in relevant systems to ensure organizational metrics and scheduling are up to date.
• Reskilling: Collaborate with team leads to facilitate reskilling initiatives, ensuring resources are deployed effectively based on business priorities.

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