Systems Analyst, CS Workforce Management

🕒 September 11

🇺🇸 United States – Remote

💵 $95k - $147k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 0%

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Netflix

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

📱 Media

👥 B2C

Media • B2C

Netflix is a global streaming entertainment company and content producer whose stated mission is "to entertain the world. " It operates a consumer-facing subscription platform offering on-demand TV shows, films, and original programming, and also runs a public careers site emphasizing culture, inclusion, and hiring accommodations. The provided text highlights Netflix’s focus on recruiting talent worldwide, its work-life and culture pages, and its public-facing employer materials.

📋 Description

• Administer, maintain, and optimize the global Netflix WFM platform • Collaborate with cross-functional teams on strategic initiatives, integrations, and system enhancements • Support integration of third-party adjuncts and internal tools into the WFM platform • Gather requirements, validate integrations, troubleshoot issues, and provide ongoing support • Validate and reconcile data from ACD, CRM, and Data Warehouse sources • Partner with Data & Reporting and Data Science teams to resolve data discrepancies • Provide Tier 1 technical support and troubleshooting for internal stakeholders and external partners • Escalate complex issues as needed • Manage user provisioning, licensing, and profile audits • Develop and improve team standards, procedures, and best practices • Serve as a technical advisor and subject matter expert to the workforce management community • Maintain relationships with business partners, IT peers, and third-party vendors • Monitor industry trends, system upgrades, and emerging technologies • Recommend proactive system and process improvements • Support enterprise architects, infrastructure, support, and other IT teams

🎯 Requirements

• BA/BS degree or equivalent work experience in a systems/application support or analysis role • 3+ years’ experience working with third-party WFM Contact Center applications (Calabrio, NICE IEX, Aspect WFM, Verint, Teleopti, etc.) or equivalent application support experience • Experience using a third-party contact routing platform (Avaya, Genesis, Sprinklr) • Experience with or exposure to Generative AI (e.g., LLMs) and prompt engineering for data analysis, forecasting, reporting, process automation or similar • Expert-level Google Sheets/Excel skills, including complex calculations, pivot tables, and external data links • Demonstrated ability to gather, combine, and validate complex data from multiple sources • Proven troubleshooting and problem-solving skills • Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners • Commitment to continuous improvement, innovation, accountability, and inclusion

🏖️ Benefits

• Health Plans • Mental Health support • 401(k) Retirement Plan with employer match • Stock Option Program • Disability Programs • Health Savings and Flexible Spending Accounts • Family-forming benefits • Life and Serious Injury Benefits • Paid leave of absence programs • Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off • Full-time salaried employees are immediately entitled to flexible time off