Workforce Operations Analyst

Smartly Technologies is adding a Workforce Operations Analyst to its team supporting managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service. This full-time, fully remote role is open to candidates throughout the United States.

About the role

The Workforce Operations Analyst will analyze operational performance and improve processes, capacity, reporting, and decision-making.

Responsibilities

• Collect and analyze operational data related to volume, capacity, service levels, productivity, cost, or cycle time.
• Build reports and dashboards that show trends, bottlenecks, exceptions, and performance against targets.
• Map current processes, identify recurring delays or control gaps, and quantify improvement opportunities across managed IT and technical delivery.
• Partner with operational teams to test process changes and measure results after implementation.
• Maintain assumptions, metric definitions, source notes, and documentation for recurring analysis.
• Prepare clear recommendations and management summaries based on evidence and measurable impact.

Requirements

• Strong analytical, spreadsheet, process-mapping, and problem-solving skills.
• Experience with operational metrics, dashboards, BI tools, SQL, or reporting platforms is helpful.
• Ability to break complex workflows into measurable steps and identify root causes.
• Clear communication with both operational and analytical stakeholders.
• Strong documentation discipline and attention to data quality.
• A pre-employment background check is required.

Pay

$82,000 - $91,000 per year

Schedule

Full-time, 100% remote