Sr Internal Business Systems Analyst
About The Position
The Operations Resource Strategist serves as the Member Services Bureau’s primary resource for service capacity planning, forecasting, and resource optimization within a high-volume member services environment. This role analyzes operational data across call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to meet service level goals. Working closely with bureau leadership, supervisors, and cross-divisional partners, the Strategist develops data-driven staffing models, scheduling scenarios, and contingency plans that ensure the right skills are available at the right time to support member interactions across phone, virtual, in-person, group settings, as well as benefits processing and casework production demands. In addition to daily and long-term capacity planning, this position leads operational analytics initiatives, supports customer experience improvements, identifies technology and process enhancements, and serves as a subject matter expert on resource optimization strategies that improve efficiency, employee experience, and service delivery performance. This newly created position reflects a strategic investment in strengthening enterprise capacity planning 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
