WFM System Administrator
Required Experience and Skills:
Minimum of 5 years working as a power user in Verint Impact 360.
Information Technology or Computer Science or Engineering Bachelor’s Degree or equivalent work experience.
Ability to clearly communicate with nontechnical requestors and technical partners.
Ability to take ownership and manage projects from start to finish.
Exceptional documentation skills.
Excellent advanced troubleshooting skills.
Strong technical aptitude for understanding software processes and software operation.
Analytical/technical aptitude in process and work flow optimization.
Strong knowledge of workforce management methods and principles.
Strong planning, time management and organizational skills.
Self-starter with an ability to work efficiently, effectively and independently.
Strong prioritization and meticulous attention to detail.
Confidence and ability to explain workforce planning concepts in comprehensible terms to operations staff.
Advanced MS Excel (including macros, scripting, and commands)
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree, Computer Science/Information Technology, Engineering (Others) or equivalent.
Address: 5th Floor shaw IT Center cor. Nueve de Pebrero
How to Apply:
Workforce Management Systems Administrator
This role ensures stability, integrity, and day to day performance of the WFM systems for their users and stakeholders. Provides workforce management and systems engineering level technical support to the workforce optimization system environments that the team supports for the Global Workforce Management Organization, Planners & RTA end users they employ, along with the entire FTE population utilizing the web based Verint application.
The Workforce Management Systems Administrator applies established communications and problem solving skills to work with end users that submit tickets to the queue, as well as the technical teams to troubleshoot and find resolutions to any issues brought forth.
Will operate under minimal supervision, with wide latitude for independent judgment.
Main responsibilities include but are not limited to:
Partner with the Information Technology team to correct IT related issues and/or work on
Responsible for the consistency of data input/output from the scheduling software.
Improve data quality of input sources to ensure accurate representation of resources within the scheduling software.
Serve as WFM liaison to internal departments
Project Manage implementations, integrations and software upgrades.
Troubleshoot system issues within the software / user problems / other software problems.
Thoroughly understand the scheduling software to best optimize global workforce processes.
Identify and implement innovations within the software system to increase data accuracy.
Work with representatives of the software supplier to resolve system issues.
Must be able to do regular audits for org and campaign set ups, feeds, adherence, mapping, skilling, etc.
Administration of access rights.
The main POC for outages – must create an outage process and escalation path for Verint.
Conduct training when needed – for new hire WFM staff (RTAs, planners) and for Ops.