Systems Analyst, CS Workforce Management
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Job Description
Systems Analyst optimizing Netflix’s Customer Service workforce management platform. Administering WFM applications, integrations, data quality, and technical support.
Responsibilities:
- Administer, maintain, and optimize the global Netflix WFM platform
- Collaborate with cross-functional teams on strategic initiatives, integrations, and system enhancements
- Support integration of third-party adjuncts and internal tools into the WFM platform
- Gather requirements, validate integrations, troubleshoot issues, and provide ongoing support
- Validate and reconcile data from ACD, CRM, and Data Warehouse sources
- Partner with Data & Reporting and Data Science teams to resolve data discrepancies
- Provide Tier 1 technical support and troubleshooting for internal stakeholders and external partners
- Escalate complex issues as needed
- Manage user provisioning, licensing, and profile audits
- Develop and improve team standards, procedures, and best practices
- Serve as a technical advisor and subject matter expert to the workforce management community
- Maintain relationships with business partners, IT peers, and third-party vendors
- Monitor industry trends, system upgrades, and emerging technologies
- Recommend proactive system and process improvements
- Support enterprise architects, infrastructure, support, and other IT teams
Requirements:
- 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 (Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti, etc.) or equivalent application support experience
- Experience using a third-party contact routing platform (Avaya, Genesis, Sprinklr)
- Experience with or exposure to Generative AI (e.g., LLMs) and prompt engineering for data analysis, forecasting, reporting, process automation or similar
- Expert-level Google Sheets/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
- Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners
- Commitment to continuous improvement, innovation, accountability, and inclusion
Benefits:
- Health Plans
- Mental Health support
- 401(k) Retirement Plan with employer match
- Stock Option Program
- Disability Programs
- Health Savings and Flexible Spending Accounts
- Family-forming benefits
- Life and Serious Injury Benefits
- Paid leave of absence programs
- Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
- Full-time salaried employees are immediately entitled to flexible time off
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