Work Management Operations Analyst

Capital Group; Indianapolis (IN); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading company is looking for a Work Management Operations Analyst to enhance system capabilities, streamline processes, and optimize operations. The role involves deep engagement in project management and cloud migration, with a focus on improving user experience and driving business outcomes. Candidates should have experience with NICE WFM and Genesys, along with strong communication skills to influence diverse audiences.

Qualifications

• Demonstrated administrator experience with NICE WFM, Genesys, and Intradiem.
• Experience in documenting and maintaining system configurations.
• Agility in leading cross-functional initiatives.

Responsibilities

• Lead solution development and deployment in partnership with application teams.
• Enhance system capabilities, streamline processes, and optimize WM systems.
• Identify efficiencies and reduce manual processes.

Skills

Project Management

Cloud Migration

Decision Making

Problem Solving

Effective Communication

Tools

NICE WFM

Genesys

Intradiem

Job description

I can succeed as a Work Management Operations Analyst at Capital Group.

As part of the American Funds Service Group, the Work Management (WM) team plays a critical role in supporting internal clients and business lines by delivering efficient, scalable solutions that align with regulatory and operational needs. In this role, you will directly impact the business by enhancing system capabilities, streamlining processes, and ensuring that WM systems are optimized to support evolving business demands.

You're excited about the opportunity to lead solution development and deployment in partnership with application teams, while also serving as a subject matter expert on system enhancements. You will be at the forefront of identifying efficiencies, reducing manual processes, and driving innovation that improves both user experience and business outcomes.

I am the person Capital Group is looking for.

• You have demonstrated administrator experience with NICE WFM, Genesys, and Intradiem in a multi-site, multi-channel environment.
• You seek opportunities to create and enhance standard processes for how WFM and related systems are used and administered across the organization.
• You are a persuasive and adaptable communicator who can influence and connect with diverse audiences.
• You demonstrate agility in leading complex, cross-functional initiatives and change-management efforts that drive business outcomes.
• You are experienced in documenting and maintaining system configurations and process maps.
• You bring strong decision-making and problem-solving skills, with sound judgment on when to escalate to senior stakeholders.
• You are excited to apply your expertise in project management and cloud migration from on-prem environments, contributing to modernization and scalability efforts.

Salary ranges vary by location, with additional compensation including performance bonuses, profit sharing, and a retirement plan with a 15% contribution.

You can learn more about our compensation and benefits here.

* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, committed to diversity and inclusion in the workplace.