ANALYST II

Employment Development Department; California (MO); Hybrid; USD 67,000 - 84,000; Full time

Job summary

Employment Development Department is hiring a Research and Workload Forecasting Analyst in California. The role analyzes workload and contact data, forecasts needs, and supports Workforce Management and call-center systems. The position requires Spanish fluency and offers hybrid telework with a standard 8–hour shift.

The analyst will produce reports, identify trends, and help management make data-driven decisions to improve service delivery for millions of workers and families.

Qualifications

• Analytical, organized, and able to manage multiple priorities while handling sensitive information.
• Experience supporting workload forecasting, reports, and management decisions.
• Ability to communicate findings to management and stakeholders.

Responsibilities

• Research workload data, identify trends, and prepare forecasts and recommendations.
• Support Workforce Management, ICC, and AWS Connect systems.
• Develop and maintain reports and assist with system enhancements and telecommunication implementations.
• Conduct ad-hoc analyses and communicate findings to management.

Job description

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Position Details

Job Code #: JC-532769

Position #(s): 280-227-5393-701
280-227-5393-700

Working Title: Research and Workload Forecasting Analyst

Classification: ANALYST II

Salary: $6,031.00 - $7,547.00 A

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Shall Consider: ANALYST I $3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C

# of Positions: 2

Work Location: Sacramento County

Telework: Hybrid

Job Type: Permanent, Full Time

Work Shift: 8:00 A.M. - 5:00 P.M.

Work Week: Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Department Website: http://www.edd.ca.gov

Job Description And Duties

THIS IS A BILINGUAL - SPANISH POSITION; MUST BE ABLE TO PASS A BILINGUAL - SPANISH FLUENCY EXAMINATION.

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

The Disability Insurance Branch (DIB) is seeking a forward-thinking, detail-oriented analyst to join the Command Center Division as a Research and Workload Forecasting Unit (RWFU) Analyst. This position supports the systems and processes that help DIB manage customer service operations, workforce needs, and workload demands. The analyst uses data, research, and problem-solving skills to help management make informed decisions and improve service delivery.

The analyst analyzes workload and contact center data, identifies trends and operational needs, and prepares reports, forecasts, and recommendations. The position supports the administration, monitoring, testing, and enhancement of Workforce Management (WFM), Integrated Call Center (ICC) and AWS Connect systems.

Duties include researching operational issues, developing and maintaining reports, supporting system enhancements and telecommunications implementations, assisting with system administration, conducting workload forecasting, and identifying opportunities to improve processes and operational efficiency. The analyst also performs special projects and ad-hoc analyses and communicates findings and recommendations to management and stakeholders.

The ideal candidate is analytical, organized, curious, and able to manage multiple priorities while handling sensitive information. This position provides an opportunity to contribute to the continuous improvement of systems and operations that help DIB deliver timely, high-quality service to millions of California workers and their families.

This position is headquartered in the Central Office in Sacramento. Will consider candidates who are located throughout the State of California. This position allows for a hybrid telework schedule, which is subject to change, under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Employees are required to report to their headquarters office, for their in-office days. Employees may be assigned to report to another DI office closer to their California residence. Travel expenses to and from the assigned headquarters/office are the responsibility of the employee.

This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities: Break areas, wellness/lactation rooms, coffee points, a fitness center with private showers, a Career Center for EDD Employees, a micro market, building-wide WiFi, an outdoor terrace, bike storage, nearby public transit options, and much more.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the Duty Statement.

Special Requirements

• The position(s) require(s) fluency in the Spanish language. If the State of California does not have a current record documenting your fluency in this language, you will be required to successfully pass an approved language fluency test prior to being hired.