Systems Analyst, CS Workforce Management

What you'll do

• Administer, maintain, and optimize the global Netflix WFM platform to ensure reliability and accuracy.
• Implement strategic initiatives and system enhancements by collaborating with cross-functional teams.
• Support the integration of third-party adjuncts and internal tools into the WFM platform.
• Validate and reconcile data from upstream sources like ACD, CRM, and Data Warehouses.
• Provide Tier 1 technical support and troubleshooting for internal stakeholders and external partners.
• Manage user provisioning, licensing, and profile audits to maintain security and compliance.
• Develop and document team standards, procedures, and best practices for the WFM community.

What we're looking for

• BA/BS degree or equivalent work experience in a systems/application support or analysis role.
• 3+ years’ experience working with third-party WFM Contact Center applications or equivalent application support experience.
• Experience using a third-party contact routing platform such as Avaya, Genesis, or Sprinklr.
• Experience with or exposure to Generative AI and prompt engineering for data analysis, forecasting, or process automation.
• Expert-level Google Sheets and Excel skills including complex calculations, pivot tables, and external data links.
• Demonstrated ability to gather, combine, and validate complex data from multiple sources.
• Proven troubleshooting and problem-solving skills in a fast-paced, evolving environment.
• Excellent communication and relationship-building skills with experience collaborating with cross-functional teams and external partners.