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# Information Technology_USA - USA_Analyst job in Jacksonville

- **Company:** Real Soft Inc.
- **Location:** Jacksonville, FL, United States
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Microsoft Excel, Confluence, JIRA, Standard Sql, Staffing Software, Cisco WebEx, Slack, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://jobs.diversity.com/career/2544746/information-technology_usa-usa_analyst-florida-fl-jacksonville

## About the Role

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

## Description

&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