Position: Workforce Optimizer application Production Support Engineer
Role Overview: We are seeking an experienced Workforce Optimizer Application Support Engineer to manage and optimize our workforce management applications. This role involves providing technical support, performing system maintenance, and ensuring the efficient operation of our WFM systems. The candidate will have at least 5 years of relevant experience and a strong background in workforce optimization technologies..
Key Responsibilities:
- Technical Support: Provide timely resolution of technical issues related to workforce management systems and associated applications. Troubleshoot and diagnose issues, escalating as necessary to ensure minimal impact on operations.
- System Monitoring and Maintenance: Monitor the performance and health of workforce management systems. Conduct routine maintenance tasks, including updates, patches, and backups, to ensure system reliability and data integrity.
- Incident and Problem Management: Respond to production incidents, conduct root cause analysis, and implement corrective actions to prevent recurrence. Document incidents, resolutions, and lessons learned for knowledge sharing and process improvement.
- Customer Interaction: Collaborate with internal stakeholders, customers, and vendors to understand requirements, resolve issues, and deliver exceptional support experiences. Maintain clear and effective communication throughout the support lifecycle.
- Change Management: Participate in change management processes, including planning, testing, and implementation of system changes and enhancements. Ensure changes are deployed smoothly and meet quality standards.
- Documentation and Training: Create and maintain comprehensive documentation, including system configurations, troubleshooting guides, and operational procedures. Provide training and support to end-users as needed.
- Collaboration and Teamwork: Work closely with cross-functional teams, including developers, QA engineers, and business analysts, to address technical challenges and contribute to system improvements and optimizations.
- Continuous Improvement: Proactively identify opportunities to enhance system performance, reliability, and efficiency. Stay updated with industry trends, emerging technologies, and best practices in workforce management and production support.
Required Skills and Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience in production support or technical operations roles, preferably in workforce management applications.
- Strong knowledge of WFO systems, database management, and SQL queries.
- Experience with incident management, problem-solving, and root cause analysis.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Ability to work under pressure in a fast-paced environment, prioritizing tasks and meeting deadlines.
Preferred Qualifications:
- Minimum of 2 years of experience in workforce management application support, with a focus on Workforce Optimizer or similar WFM tools.
- Proficiency in WFM software such as Workforce Optimizer, Kronos, ADP, NICE IEX, etc.
- Knowledge of workforce management processes, best practices, and relevant regulatory requirements.
- Certification in ITIL or other relevant frameworks.
- Experience with scripting languages (e.g., Python, PowerShell) for automation tasks.
- Knowledge of Agile methodologies and DevOps practices.
