Information Technology_USA - USA_Analyst job in Jacksonville

&bull Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support Portal &bull Accurately triage incoming requests and route them to the appropriate downstream team or system &bull Maintain scheduling records and ensure timely updates across workforce management tools &bull Coordinate with cross-functional teams across Austin, Cork, and Singapore time zones &bull Identify recurring issues and escalate patterns to the QBA/analytics team for process improvement &bull Ensure data accuracy in provisioning systems and report discrepancies

Category Tools / Skills- Ticketing & Workflow, ServiceNow, Jira, or equivalent ITSM platforms Scheduling- WFM tools (e.g., NICE IEX, Verint, Aspect, or similar) Productivity- Confluence, Webex, Slack Data Entry & Reporting- Excel / Google Sheets (intermediate), basic SQL preferred Communication- Strong written English async-first communication across time zones

Preferred Qualifications &bull 4+ years in workforce operations, helpdesk operations, or back-office support &bull Familiarity with SLA-driven ticket environments &bull Experience working in a multi-geography team setup

Skills: Digital : Workforce Analytics~Digital : ServiceNow_IT Service Management

Experience Required: 4-6

** All submissions must have LinkedIn id of Candidate**, Project Code