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Workforce System Analyst (Oracle)

Connecting

What you will do
The Field Operations team acts as a centre of excellence to drive the utilisation and efficiency of the Field Engineering Team within the Service division. This is a critical function that operates 24/7 and is responsible for the scheduling of all activity into the Field. The purpose of the Workforce System Analyst is to continuously improve, enhance, refine and optimise the software processes and procedures within the Dispatch and Planning team to ensure optimal field utilisation. Working alongside Dispatch and Planning Advisors, Team Leaders and SMEs, you will act as an operational Subject Matter Expert (SME) responsible for providing data analytics, insights and recommendations to automate as much of the scheduling activity as possible. The Workforce System Analyst is also responsible for field resource escalations, owning and driving actions and issues to resolution as well as system data maintenance and updates.

The team are moving to a new Workforce Management System - Oracle Field Service Cloud (OFSC) and you will be responsible for ensuring upgrades and changes to the system are fit for the operational environment. What's important to us? You will be the Operational SME who ensures we are constantly evolving and taking full advantage of the opportunities OFSC has to offer.

How you will do it
-Engineer Administration (leavers / new starts)
-Contract Administration (Updates to contract requirements following failed visits)
-Assist in defining User Roles
-Role Administration (create, update & remove user roles)
-Data quality monitoring, maintenance and correction as required
-Oversee and maintain the day-to-day operation of OFSC including support, training, and special projects
-Interact regularly with functional SMEs to understand and evaluate user experience and performance of OFSC
-Act as gate keeper for logging ServiceNow incidents and service requests
-Liaise with IT L2 / L3 support teams to resolve issues
-Create, update and maintain OFSC SharePoint / Teams Site
-Create, manage and maintain end user training documentation
-Accountable for managing change, training and communications in relation to Oracle Cloud releases, to drive the successful adoption of the solution
-Provide user training, support and feedback
-Capacity and Quota Management
-Configure and maintain activity and resource filters to ensure accurate prioritisation
-Configure and maintain routing profiles and plans - including multi-day routing
-Fine tune and re-optimize routing plans
-Accountable for end-to-end validation of OFSC upgrades and updates (UAT / regression testing)
-Maintain Training Docs
-Roll out New Training
What we look for

Required
-Attention to detail
-Ability to work well under pressure and at a high work rate
-Bachelor's in Business or related field
-Experience working with Oracle Systems

Preferred
-A background in Field Operations or Resource allocation within a Security environment
-Knowledge of WFM Solutions (OFSC ideal but other WFM systems considered)
-An ability to identify and initiate process improvements within an operations environment
-Excellent interpersonal skills, with the ability to build trust and rapport at all levels with various key stakeholders and business process owners
-Great verbal and written communications skills
-Experience working with Oracle Systems