What are the responsibilities and job description for the Business Analyst – Field Operations / Workforce Management position at Wise Skulls Corp.?
Title: Business Analyst – Field Operations / Workforce Management
Location: St. Louis, MO (On-site)
Duration: 6 months (possibility of extension)
Job Description:
Location: St. Louis, MO (On-site)
Duration: 6 months (possibility of extension)
Job Description:
Overview
We are seeking an experienced Business Analyst with strong Field Operations and Workforce Management experience to support enterprise field-service applications and operational capabilities. This individual will work directly with business stakeholders and technology teams to discover requirements, analyze business processes, and deliver solutions that improve field operations effectiveness.
This is not a traditional documentation-focused BA role. The ideal candidate will be comfortable working through ambiguous business problems, independently eliciting requirements, and becoming a trusted subject matter expert for the business capabilities they support.
Required Qualifications
- 7 years of Business Analysis experience
- Strong experience in Field Operations, Field Service Management, Dispatch, or Workforce Management domains
- Proven experience gathering and defining business requirements from stakeholders
- Ability to analyze complex business processes and translate them into functional requirements and user stories
- Experience leading requirements workshops, stakeholder discussions, and solution reviews
- Excellent communication, facilitation, and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience working in Agile and/or Waterfall environments
- Ability to work effectively with both business and technical teams
- Experience presenting solutions and recommendations to leadership stakeholders
Field Operations / WFM Experience Required
Candidates should demonstrate experience in several of the following areas:
- Technician scheduling and dispatch
- Appointment booking and appointment lifecycle management
- Capacity and quota management
- Route optimization and workforce allocation
- Mobile workforce enablement
- Geofencing and location-based workflows
- Demand forecasting and workforce planning
- Technician skill and qualification matching
- Work order and service request management
- Field service execution and technician operations.
Preferred Systems Experience
Experience with one or more of the following platforms is highly preferred:
- Salesforce Field Service
- Oracle Field Service (OFS / TOA)
- ServiceNow Field Service Management
- ClickSoftware
- IFS Field Service Management
- Microsoft Dynamics 365 Field Service
- Telecom field workforce management platforms
- Custom dispatch, scheduling, appointment, and workforce management systems
Key Responsibilities
- Partner with business stakeholders to identify business needs, challenges, and opportunities
- Independently discover and define requirements from ambiguous or incomplete requests
- Facilitate requirements gathering and business process workshops
- Document business requirements, functional requirements, workflows, user stories, and process models
- Analyze current-state and future-state business processes
- Collaborate closely with development, QA, architecture, and operations teams
- Support solution design, testing, implementation, and production issue analysis
- Identify process improvements and operational efficiencies
- Become a subject matter expert for assigned applications and business capabilities
- Build strong relationships with stakeholders and serve as a trusted advisor for business initiatives
Preferred Background
- Telecommunications, Cable, Broadband, Utilities, or Field Service industries
- Experience supporting technician operations and field workforce management organizations
- Strong systems-thinking mindset with the ability to understand application workflows, integrations, and data flows
- Previous experience as a Systems Analyst, QA Analyst, or Software Developer is a plus
- Experience working with geographically distributed field teams and operational organizations
Important Screening Criteria
Candidates with experience in:
- Field technician scheduling
- Dispatch operations
- Appointment management
- Route optimization
- Capacity planning
- Mobile workforce solutions
- Field service operations
Key Traits for Success
- Intellectual curiosity and a strong questioning mindset
- Ability to turn ambiguity into actionable requirements
- Strong ownership and accountability
- Learning agility and domain adaptability
- Excellent communication and stakeholder engagement skills
- Confidence working with senior business and technology leadership teams
Target Profile: Senior Business Analyst with hands-on Field Operations / Workforce Management experience supporting technician scheduling, dispatch, appointment management, route optimization, capacity planning, and mobile workforce solutions within large enterprise environments.
NOTE: Candidates whose Workforce Management experience is limited to Contact Center / Call Center WFM tools (NICE, Verint, Genesys WFM, Calabrio, Aspect, etc.) without field-service or technician-dispatch experience will not be considered.
NOTE: Candidates whose Workforce Management experience is limited to Contact Center / Call Center WFM tools (NICE, Verint, Genesys WFM, Calabrio, Aspect, etc.) without field-service or technician-dispatch experience will not be considered.