Sr Internal Business Systems Analyst

Novalink Solutions • Madison, WI

7h

About The Position

The Operations Resource Strategist serves as the Member Services Bureau’s primary <\/div> resource for service capacity planning, forecasting, and resource optimization within a <\/div> high -volume member services environment. This role analyzes operational data across <\/div> call center systems, appointment scheduling platforms, case management tools, and <\/div> outreach events to forecast demand and align staffing resources to meet service level <\/div> goals. Working closely with bureau leadership, supervisors, and cross -divisional <\/div> partners, the Strategist develops data -driven staffing models, scheduling scenarios, and <\/div> contingency plans that ensure the right skills are available at the right time to support <\/div> member interactions across phone, virtual, in -person, group settings, as well as benefits <\/div> processing and casework production demands. In addition to daily and long -term <\/div> capacity planning, this position leads operational analytics initiatives, supports customer <\/div> experience improvements, identifies technology and process enhancements, and <\/div> serves as a subject matter expert on resource optimization strategies that improve <\/div> efficiency, employee experience, and service delivery performance. This newly created <\/div> position reflects a strategic investment in strengthening enterprise capacity planning <\/div> and maturing operations management practices across the bureau.

Requirements

• 3–5 years of experience in capacity planning, workforce planning, service operations analytics, or a related operational planning role
• Ability to analyze operational data and translate findings into actionable staffing or workload recommendations
• Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment
• Strong proficiency in Microsoft Excel or comparable tools for data analysis and reporting
• Ability to develop staffing plans or scheduling scenarios aligned with service or production goals
• Knowledge of service performance metrics such as service levels, response times, productivity, or throughput
• Experience working with operational systems such as call center platforms, scheduling tools, case management systems, or similar technologies
• Strong analytical and problem -solving skills with attention to detail
• Ability to communicate complex information clearly to supervisors and leadership

Nice To Haves

• Experience in dedicated workforce management, capacity planning, or operations planning role
• Experience balancing real -time customer contact coverage with back -office or case processing workloads
• Experience building or refining forecasting models using historical data and demand assumptions
• Experience developing dashboards or partnering with business intelligence teams to enhance operational reporting
• Basic familiarity with service optimization or workforce management software tools
• Experience supporting process improvement or operational efficiency initiatives
• Experience working in a public sector, regulated, or benefits administration environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed