Senior WFM Systems Engineer (Aspect WFO)

ibex; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex is seeking a WFM Administrator Tier-3 to ensure stability, integrity, and day-to-day performance of the Aspect WFO system for users and stakeholders in the Global Workforce Management Organization.

You will provide Tier-3 technical support, partner with IT, audit data, train new staff, and drive data quality and process improvements across the scheduling platform.

A two-year minimum in Aspect WFO as System Admin, strong troubleshooting, documentation, and communication skills are required.

Qualifications

• Minimum 2 years of experience on Aspect WFO System as System Admin.
• Degree in Information Technology, Computer Science or Engineering or equivalent work experience.
• Excellent troubleshooting and documentation skills.
• Able to communicate with nontechnical requestors and technical partners.
• Strong planning, time management and organizational skills.

Responsibilities

• Partner with IT to fix issues and implement enhancements.
• Ensure data input/output consistency in scheduling software.
• Improve data quality of input sources for accurate resource representation.
• Serve as WFM liaison to internal departments.
• Troubleshoot system/user problems and software issues.
• Understand scheduling software to optimize global processes.
• Identify and implement innovations to improve data accuracy.
• Create outage processes and escalation paths for WFM tool.
• Conduct training for new WFM staff and Ops.
• Produce Incident Reports with root-cause analysis.

Skills

WFM Admin

Troubleshooting

Root cause analysis

Documentation

Nontechnical communication

Time management

Organizational skills

Data quality

Stakeholder liaison

Self-starter

Education

Bachelor's in IT/CS/Engineering

Equivalent work experience

Tools

Aspect WFO System

MS Excel (Advanced)

Job description

ibex is seeking a WFM Administrator Tier-3 to ensure stability, integrity, and day-to-day performance of the Aspect WFO system for users and stakeholders in the Global Workforce Management Organization.

You will provide Tier-3 technical support, partner with IT, audit data, train new staff, and drive data quality and process improvements across the scheduling platform.

A two-year minimum in Aspect WFO as System Admin, strong troubleshooting, documentation, and communication skills are required.