WFM Admin Back Office - Business Operations Analyst 1 Req #: 180018770_1 Location: Arlington, TX, US Job Category: Operations Potential Referral Amount: 0 US Dollar (USD) As the Business Operations Analyst I WFM Back Office Administration within the Operations Infrastructure Back Office Workforce Management Team for Consumer and Community Banking (CCB), you will be responsible for designing and configuring the Genesys WFM and iDW platform structure including but not limited WFM statistics, forecast groups, staff groups, routing sets, rule configuration, automated reporting, user security administration, time-off management and IWD parameters and routing. You will also need to develop, maintain, and design internal process documentation and training manuals. Duties: ? Update employee record configuration and understand function and proper management of all employee record components ? Configure workbaskets and data capture scripts and troubleshoot data capture issues team members ? Manage notification server implementations and configure, test and troubleshoot notification definitions and rules ? Troubleshoot configuration issues ? Manage or assist with time off bid projects including but not limited to design and configuration of bid scenarios, bid testing and troubleshooting ? Train WFM teams on Genesys and iDW functionality ? Support eWFM configuration for KANA or PEGA onboarding projects ? Manage business partner engagement and lead monthly touchpoint meetings ? Manage support partner engagement and participate in weekly touchpoint meetings ? Assist team members on complex questions received in the email boxes and complex project implementation ? Manage complex project requests to ensure that project completes on time and accurately ? Engage business partners to gather requirements for all complex project requests Skills: ? Advanced knowledge of Genesys Workforce Management and Back Office metrics ? Excellent critical thinking and troubleshooting skills ? Excellent organization and time management skills ? Proven ability to document and train processes ? Proven ability to manage project task assignments effectively ? Strength in quantitative analysis, critical thinking, problem solving and innovation ? Able to creatively solve problems through critical thinking ? Comfortable with ever-changing business environment and changing job priorities ? Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project ? Must be flexible with work schedule to accommodate business needs ? Ability to adapt quickly to change - strong change management ? Ability to work in a consistently fast paced environment with the ability to work independently and in a group environment ? Excellent follow-ups skills ? Strong skills in Microsoft Office products (Excel, Work, PowerPoint, etc.) ? Experience with collaboration, communication and presentation skills required Qualifications: ? 3 to 5 years experience processing, forecasting, staffing and scheduling required ? 3-5 years experience using Pega and Genesys WFM or equivalent WFM Scheduling tools ? Preferred: 1 year experience in Genesys application administration with proven proficiency in all Analyst functions and required skills ? Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred ? Experience with collaboration, communication and presentation skills required ? Strong understanding of cross-LOB Workforce Management practices ? General understanding of Project Management best practices ? College degree or similar work experience preferred