Business Analyst II, IT Services Global Workforce Planning

Serves as the central liaison and gatekeeper for all project teams launching or migrating new programs that impact contact volume within the IT Service Organization. Owns schedule optimization strategy, supports headcount change request (HCR) governance, and ensures workforce capacity is aligned to demand signals. **Delivers business analytics and data-driven insights to GWP-supported teams across the IT Services Org, enabling leadership to make informed decisions on workforce investment, operational performance, and capacity planning.** Leverages data analysis, operational expertise, and cross-functional partnerships to drive decisions that balance service levels, labor efficiency, and business readiness. Delivers with limited guidance, designs scalable solutions, and generates insights that inform multi-team strategy. Work is both tactical and strategic. Key job responsibilities **Schedule Optimization** — Design and refine scheduling strategies across IT Services queues. Analyze volume patterns, staffing gaps, and shift structures to maximize coverage efficiency. Monitor adherence and propose corrective actions using SQL, spreadsheets, and scheduling tools. **HCR Governance** — Co-Own end-to-end Headcount Change Request governance, validating demand signals, capacity impacts, and documentation before leadership approval. Track pipeline status and partner with Finance, HR, and operations to align headcount with budget and business goals. **Program Launch & Migration Gatekeeping** — Serve as the single-threaded liaison for programs impacting contact volume. Assess workforce impact, enforce intake standards, coordinate staffing readiness, and escalate risks that threaten service levels. **Business Analytics & Data Insights** — Deliver dashboards, reports, and ad-hoc analytics to GWP-supported teams across IT Services Org. Automate data pipelines using SQL and Amazon Quick, perform root-cause analysis, build forecasting models, and leverage AI tools (Amazon Quick, Kiro) to accelerate insight delivery. **Business Partnership & Communication** — Translate complex workforce problems into actionable outputs. Tailor communication to audience — executive summaries for leadership, deep-dives for peers. Write clear documentation and present decisions up to Sr. Leaders. **Process Improvement & Scalability** — Streamline workflows, automate repeatable processes, and build scalable frameworks (dashboards, pipelines) over one-time solutions. **Strategy & Problem Solving** — Contribute to team strategy using deep operational expertise. Make trade-offs between time, quality, and resources. Distinguish one-way vs. two-way door decisions, mitigate risks, and mentor others.