Systems Analyst, CS Workforce Management

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

Summary of the Role

The Systems Analyst, CS Workforce Management, plays a critical role in supporting and optimizing the global Workforce Management (WFM) platform and its integrated ecosystem of tools. This individual contributor partners closely with cross-functional stakeholders—including Operations, CS Product & Tech, Engineering, and Data Science—to ensure the stability, accuracy, and continuous improvement of WFM applications across Netflix’s global Customer Service landscape.

The successful candidate will be responsible for the administration, configuration, and ongoing enhancement of the WFM platform, supporting integration efforts, validating data, and providing Tier 1 troubleshooting and support for internal and external users. This highly technical role is essential for maintaining data integrity, driving operational efficiencies, and enabling scalable solutions that align with business objectives.

Responsibilities

• Administer, maintain, and optimize the global Netflix WFM platform, ensuring reliability and accuracy across integrated platforms and tools.

• Collaborate with cross-functional teams to implement strategic initiatives, integrations, and system enhancements that support evolving business needs.

• Support the integration of third-party adjuncts and internal tools into the WFM platform, including requirements gathering, validation, troubleshooting, and ongoing support.

• Validate and reconcile data from upstream sources (e.g., ACD, CRM, Data Warehouse) to ensure accuracy and integrity within the WFM system; partner with Data & Reporting and Data Science teams to resolve discrepancies.

• Provide Tier 1 technical support and troubleshooting of the WFM platform for internal stakeholders and external partners, escalating complex issues as needed.

• Manage user provisioning, licensing, and profile audits, maintaining security and compliance standards.

• Develop, document, and continuously improve team standards, procedures, and best practices.

• Serve as a technical advisor and subject matter expert to the workforce management community, fostering strong relationships with business partners, IT peers, and third-party vendors.

• Stay current with industry trends, system upgrades, and emerging technologies to proactively recommend improvements.

• Contribute to a collaborative, inclusive, and innovative team culture, supporting enterprise architects, infrastructure, support, and other IT teams.

Qualifications and Competencies

• 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 (complex calculations, pivot tables, external data links)

• Demonstrated ability to gather, combine, and validate complex data from multiple sources.

• Proven troubleshooting and problem-solving skills; ability to work effectively in a fast-paced, evolving environment.

• Excellent communication and relationship-building skills; experience collaborating with cross-functional teams and external partners.

• Commitment to continuous improvement, innovation, and supporting a culture of accountability and inclusion.

 

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The r