WFM System Administrator
Summary
Tier-3 system administrator who keeps Aspect WFO and workforce management systems stable and accurate for a global BPO: troubleshooting complex issues, auditing scheduling/adherence data, managing outages and user access, and training RTAs and planners. Onsite in Cubao, Metro Manila on a night shift supporting a 24x7 environment.
We're looking for a WFM Senior System Administrator Tier-3 with hands-on experience in Aspect WFO and workforce management systems. You'll provide advanced technical support, maintain system stability and data accuracy, troubleshoot complex issues, and optimize workforce management processes for a global organization.
Key Responsibilities
Provide Tier-3 technical support for Aspect WFO and workforce management systems.
Troubleshoot complex system issues, user concerns, data discrepancies, and software-related problems.
Maintain data integrity and accuracy across scheduling systems, feeds, mappings, adherence, skilling, and organizational and campaign setups.
Conduct regular system audits and implement enhancements to improve data quality and operational efficiency.
Administer user access rights and coordinate with IT teams and software vendors to resolve issues.
Serve as the primary point of contact for system outages, including incident escalation, root cause analysis, and incident reporting.
Develop and maintain system documentation, outage procedures, and escalation processes.
Provide training and technical guidance to WFM teams, including Real-Time Analysts (RTAs), planners, and Operations staff.
Support system improvements and optimize global workforce management processes.
Qualifications
At least 2 years of experience administering the Aspect WFO system.
Strong understanding of workforce management solutions and scheduling systems.
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent work experience.
Advanced troubleshooting skills and a strong technical aptitude for understanding software processes and system integrations.
Experience with system administration, data validation, system audits, incident management, and root cause analysis.
Advanced MS Excel skills, including macros, scripting, and commands.
Strong analytical, documentation, communication, and problem-solving skills.
Ability to explain technical issues and workforce planning concepts to both technical teams and nontechnical stakeholders.
Strong organizational, time management, and prioritization skills, with the ability to manage tasks independently from start to finish.
Work Setup
Onsite: Cyberpark, Cubao
Shift: Night Shift
Must be willing to support a 24x7 global environment.