Workforce Management Systems Specialist

Uline•Kenosha, IL

About The Position

This role serves as the NICE software liaison, responsible for troubleshooting issues and implementing fixes in collaboration with IT, business partners, and vendors. The specialist will work with the WFM Team to identify system enhancement opportunities, provide system support, and deliver training to improve system and process efficiencies. A key responsibility includes auditing WFM operational data and presenting recommendations for accuracy, efficiency, and productivity improvements to leadership. The role also involves project management for tasks such as holiday builds, PTO requests, and system/application upgrades. The specialist will leverage data to deliver analysis, including observations, visuals, charts, and graphs, translating findings into actionable recommendations. Additionally, the role requires creating, organizing, testing, and maintaining data in applications like NICE WFM System, Excel, SQL, and Power BI for various reporting needs. Documenting processes, queries, data tools, tables, sources, and flows is essential, as is collaborating across departments to resolve reporting and data discrepancies.

Requirements

Experience with NICE software
Proficiency in IT troubleshooting
Ability to collaborate with business partners and vendors
Experience in system enhancement identification
System support and training capabilities
Data auditing skills
Project management experience
Data analysis skills (observations, visuals, charts, graphs)
Ability to translate data findings into actionable recommendations
Proficiency in creating, organizing, testing, and maintaining data
Experience with NICE WFM System, Excel, SQL, and Power BI dashboards
Skills in documenting processes, queries, data tools, data tables, data sources, and data flows
Collaborative approach to troubleshooting and resolving discrepancies

Responsibilities

Serve as the NICE software liaison, troubleshooting issues and executing fixes with IT, Business partners, and Vendors.
Collaborate with the WFM Team to identify system enhancement opportunities, provide system support, and training to increase system and process efficiencies.
Audit WFM operational data and provide accuracy, efficiency, and productivity improvement recommendations to leadership.
Manage projects related to Holiday builds, PTO requesting, and system and application upgrades and enhancements.
Leverage data to deliver analysis, including observations, visuals, charts, and graphs, and translate data findings into actionable recommendations for leadership.
Create, organize, test, and maintain data in applications including NICE WFM System, Excel, SQL, and Power BI dashboards for historical, performance, statistical, and real-time reporting needs.
Document processes, queries, data tools, data tables, data sources, and data flows.
Work collaboratively across departments to troubleshoot and resolve reporting and data discrepancies.