Senior Service Workforce Management Analyst

Supermicro; San Jose (CA); On-site; USD 140,000 - 160,000; Full time

Job summary

Supermicro is seeking a Service Workforce Management Analyst to support global Service Operations by forecasting workload, analyzing staffing requirements, and improving coverage against SLA targets. This role can be based in CA, NV, UT, AZ or TX and requires collaboration with regional teams and leadership.

Role emphasizes developing workforce plans, dashboards, and performance metrics, with strong Excel, data analysis skills, and experience with Salesforce Service Cloud.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• 7+ years of workforce management, capacity planning, operations analytics, or related experience.
• Experience with forecasting, scheduling, staffing models, and operational reporting.
• Strong Excel and data-analysis skills; Power BI or similar reporting experience preferred.
• Salesforce Service Cloud experience preferred.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Develop workload forecasts and staffing/capacity models for Service Operations.
• Analyze case volume, workload, staffing, productivity, utilization, and SLA performance.
• Identify coverage gaps and recommend staffing or scheduling adjustments.
• Develop dashboards, reports, and workforce performance metrics.
• Partner with Service Operations leadership, QA, PMO, and regional teams on workforce planning.
• Support implementation and optimization of workforce management processes and tools.
• Use Salesforce Service Cloud and related operational data to support forecasting and analysis.
• Identify opportunities for automation and continuous process improvement.

Skills

Excel

Data analysis

Power BI

Salesforce Service Cloud

Education

Bachelor’s degree or equivalent

Tools

Salesforce Service Cloud

Workforce management software

Job description

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Req ID: 29957

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary

The Service Workforce Management Analyst supports global Service Operations by forecasting workload, analyzing staffing requirements, monitoring capacity, and improving workforce utilization across customer support and service teams. This role will use operational data and workforce management tools to identify trends, improve scheduling, and help ensure appropriate coverage against service demand and SLA requirements. This role can be based out of CA, NV, UT, AZ and TX.

Essential Duties And Responsibilities

Includes the following essential duties and responsibilities (other duties may also be assigned):

• Develop workload forecasts and staffing/capacity models for Service Operations.
• Analyze case volume, workload, staffing, productivity, utilization, and SLA performance.
• Identify coverage gaps and recommend staffing or scheduling adjustments.
• Develop dashboards, reports, and workforce performance metrics.
• Partner with Service Operations leadership, QA, PMO, and regional teams on workforce planning.
• Support implementation and optimization of workforce management processes and tools.
• Use Salesforce Service Cloud and related operational data to support forecasting and analysis.
• Identify opportunities for automation and continuous process improvement.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• 7+ years of workforce management, capacity planning, operations analytics, or related experience.
• Experience with forecasting, scheduling, staffing models, and operational reporting.
• Strong Excel and data-analysis skills; Power BI or similar reporting experience preferred.
• Salesforce Service Cloud experience preferred.
• Strong analytical, communication, and problem-solving skills.

Salary Range

$140,000 - $160,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.