Business Operations Analyst I ( Genesys WFM Admin)

JP Morgan Chase - Fort Worth, TX

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 Workforce Management (WFM) and Genesys intelligent Workload Distribution (iWD) platform structure. You will also need to develop, maintain, and design internal process documentation and training manuals.

  • Audit, test, and troubleshoot configuration set-up and issues for the entire application
  • Train WFM teams on Genesys and iWD functionality
  • Support application configuration for external data feeds such as KANA or PEGA.
  • Manage business partner engagement and lead monthly touchpoint meetings
  • Manage complex project requests to ensure timely and accurate execution
  • Advanced knowledge of Genesys Workforce Management application and Back Office operations and metrics
  • Excellent critical thinking, troubleshooting, organizational, and time management skills
  • Proven ability to document and train on new or existing processes
  • Able to creatively solve problems through critical thinking
  • Comfortable with fluid business environment and changing job priorities
  • Must be flexible with work schedule to accommodate business need
  • Ability to work in a consistently fast paced environment with the ability to work independently and in a group
  • Strong skills in Microsoft Office products (Excel, Word, PowerPoint, etc.)
  • 3 to 5 years’ experience processing, forecasting, staffing and/or scheduling required
  • 3 to 5 years’ experience using Pega and Genesys WFM or equivalent Workforce Management Scheduling tools
  • 1 year experience in Genesys application administration preferred
  • Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred
  • Excellent written and verbal communication skills
  • Strong understanding of cross-LOB Workforce Management practices
  • General understanding of Project Management best practices
  • College degree or similar work experience preferred