Resource Planning System Analyst

Summary: The Intradiem System Analyst supports the Intradiem software application, which drives contact center automation to directly support agents. This role will be responsible for supporting the execution of work requested by the Intradiem Product Owner, workforce leadership, and operation business partners. This role will be responsible for data gathering & analysis and requirement visualization that will support driving new Intradiem functionality from conception to delivery. The position will also involve a level of innovative thought and execution to contribute to continued expansion of the software, and ongoing optimization to refine systemic rules to continuously meet the needs of supported businesses. This role requires an understanding of call center concepts and challenges, and the ability to collect, analyze, and interpret data to identify trends that will inform business decisions. The goal is to provide best-in-class strategy and support across multiple product lines to identify the most effective processes, configuration, and user experience. Specific Responsibilities: Serve as point of contact for businesses utilizing Intradiem software to maintain existing strong relationships. During new use case or new business deployment, responsible for supporting efforts to identify and gather requirements, provide insight and recommendations, and offer implementation support, all to drive the deployment from conception to delivery. Post-deployment, conduct regular data analysis to validate effectiveness of Intradiem software and identify additional opportunities. Identify business metrics and reporting needs to accurately resolve communicated issues and identify project performance. Effectively support application with multiple WFM and ACD providers, and champion design and strategy to streamline functions and processes as providers are consolidated. Other duties as assigned. Qualifications: Intermediate to Advanced Excel and Power Point knowledge required. Clear understanding of workforce management concepts, challenges, and goals. Strong execution, strategic-thinking, and influencing skills. Ability to work with a high sense of urgency. Ability to turn data into a compelling story with a call to action.