WFM System Administrator

IBEX Global Solutions (Philippines) Inc.; Metro Manila; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a WFM Senior System Administrator Tier-3 with hands-on experience in Aspect WFO and workforce management systems.

The role focuses on providing advanced technical support, ensuring data accuracy, and maintaining system stability for a global organization. Onsite work at Cyberpark, Cubao, with a Night Shift and readiness to support a 24x7 global environment.

Qualifications

• 2+ years administering Aspect WFO or similar WFM systems.
• Experience with data validation and system audits.
• Strong analytical and problem-solving skills.
• Ability to explain technical issues to non-technical stakeholders.
• Advanced MS Excel skills including macros and scripting.

Responsibilities

• Provide Tier-3 technical support for Aspect WFO and WFM systems.
• Troubleshoot complex issues, data discrepancies, and software problems.
• Maintain data integrity across scheduling systems, feeds, mappings, adherence, skilling, and setups.
• Conduct system audits and implement enhancements for data quality.
• Administer user access and coordinate with IT teams and vendors.
• Lead incident escalation, root cause analysis, and reporting.
• Develop and maintain system documentation and outage procedures.
• Provide training to WFM teams (RTAs, planners, Operations).
• Support system improvements and optimize global WFM processes.

Skills

Aspect WFO

Workforce management

Troubleshooting

System administration

Excel macros

Documentation

Communication

Incident management

Root cause analysis

Education

Bachelor's degree in IT/CS/Engineering

Equivalent work experience

Tools

Aspect WFO

Windows/Linux server administration

Data integration

Job description

We're looking for a WFM Senior System Administrator Tier-3 with hands-on experience in Aspect WFO and workforce management systems. You'll provide advanced technical support, maintain system stability and data accuracy, troubleshoot complex issues, and optimize workforce management processes for a global organization.

Key Responsibilities

• Provide Tier-3 technical support for Aspect WFO and workforce management systems.
• Troubleshoot complex system issues, user concerns, data discrepancies, and software-related problems.
• Maintain data integrity and accuracy across scheduling systems, feeds, mappings, adherence, skilling, and organizational and campaign setups.
• Conduct regular system audits and implement enhancements to improve data quality and operational efficiency.
• Administer user access rights and coordinate with IT teams and software vendors to resolve issues.
• Serve as the primary point of contact for system outages, including incident escalation, root cause analysis, and incident reporting.
• Develop and maintain system documentation, outage procedures, and escalation processes.
• Provide training and technical guidance to WFM teams, including Real-Time Analysts (RTAs), planners, and Operations staff.
• Support system improvements and optimize global workforce management processes.

Qualifications

• At least 2 years of experience administering the Aspect WFO system.
• Strong understanding of workforce management solutions and scheduling systems.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent work experience.
• Advanced troubleshooting skills and a strong technical aptitude for understanding software processes and system integrations.
• Experience with system administration, data validation, system audits, incident management, and root cause analysis.
• Advanced MS Excel skills, including macros, scripting, and commands.
• Strong analytical, documentation, communication, and problem-solving skills.
• Ability to explain technical issues and workforce planning concepts to both technical teams and nontechnical stakeholders.
• Strong organizational, time management, and prioritization skills, with the ability to manage tasks independently from start to finish.

Work Setup

Onsite: Cyberpark, Cubao

Shift: Night Shift

Must be willing to support a 24x7 global environment.