Administrator, WFM Apps Job

Posting Job Title:Administrator, WFM Apps
Requisition #: 168856BR
Posting Location: New York, NY, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

POSITION TITLE: Workforce Management Systems Administrator

FLSA STATUS: Exempt

PURPOSE: Responsible for setting up and maintaining all approved Dispatch and Technical
Operations workforce management tools and system application parameters. Implement
continual support through optimization, approved enhancements and initial troubleshooting of
issues found or reported affecting all application and performance integrity while working
directly through TWC resources and rvendors. Responsible for follow-up support resolution on all approved Systemapplications listed but not limited to WorkAssure, Sagequest, PointView, CSG, and ICOMS.

REPORTS TO: Supervisor, Workforce Management

SUPERVISES: None

ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Coordinates, schedules and distributes software upgrades, patches, system upgrades and
tools for the core workforce management products and databases; facilitates upgrades to
the workforce management tools software, including analyzing, testing, and recommending
system upgrades, patches, and system configurations
· Troubleshoots, corrects and/or reports issues with the workforce management software
program; supports field personnel and customer care with all other workforce management
applications
· Follows up on open issues to ensure appropriate resolution and communicates updates to
the necessary personnel in a timely manner

· Ensures system application tools and configurations are optimized and performing as
designed, for example:
o WorkAssure auto route tuning for optimal performance
o Tech vehicle assignments and GPS application
o Tech start locations quarterly reviews
o o Code Tables synchronization between and across applications
· Efficiently configures and applies workforce tool route configurations for both in-house staff
and contractors to minimize drive time, maximize on time guarantee, maximize
productivity, and create the least cost model for the department, according to guidelines
provided by management
· Maintains database application reports and audits number of user profiles to licenses
owned; conducts routine audits of all approved Workforce management tools using checks
and balances
· Responsible for documenting and maintaining database of all system configurations
OTHER DUTIES AND RESPONSIBILITIES:
· May develop or assist in the development of business reports by extracting data from
various applications
· May be required or called upon to assist in on-the-job training of other System
Administrators as necessary
· The Enterprise Technical Operations Standard Support Model contains additional duties and
responsibilities specific to this role and is available upon request
· Perform other duties as assigned

JOB-RELATED QUALIFICATION STANDARDS:
KNOWLEDGE/SKILLS/ABILITIES:
· Must show knowledge and proficiency in the use of the billing system, quota, Arris, routing
tools, instant messaging, appropriate Microsoft Office Suite applications, as well as all of the
approved Workforce management tools and applications to effectively plan staffing and
work schedules across assigned market areas to support the needs of the business
· Must be able to work in a fast-paced environment, have good interpersonal and
organizational skills, be self-motivated, and promote teamwork among co-workers
· Ability to solve practical problems and deal with a variety of concrete variables in situations
where only limited standardization exists; ability to interpret a variety of instructions
furnished in written, oral, diagram, or schedule form
· Work planned and unplanned change management windows that may fall outside normal
shift hours that affect WFM tools and applications
· Demonstrated strong knowledge of:
o WorkAssure: Tech Director, Tech Calendar, Tech Router, Tech I&R
o SageQuest
o o Billing system applications
· Ability to support the department 24/7/365

EDUCATION:
· High School diploma or equivalent (GED) required
WORK EXPERIENCE:
· Previous cable/telecommunications experience strongly preferred
· Previous experience working in residential ATS or telecommunications technical support
center
· Prior knowledge and experience with the tools and resources listed below are strongly
preferred:
o WorkAssure: Tech Director, Tech Calendar, Tech Router, Tech I&R
o SageQuest
o Avaya/Aspect or approved applications
o Billing system applications
· Previous experience in appropriate Microsoft Office Suite applications, reporting and
creation of spreadsheets

LICENSES OR CERTIFICATES:
· Completion of SCTE broadband and telecommunications related courses preferred

FCC Unit_TWC: 8341
Controlling Establishment ID: 00110 - NYC E 23rd St

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status