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Common mid-level support title, metro location, and broad skill requirements create high applicant competition.
Requires specific BY/WFM product experience, limiting easy transfer across industries.
Explicit 3–6 years requirement, WFM product expertise, ITIL and technical stack make hiring filters stringent.
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Own end-to-end customer support and solution delivery for BlueYonder Workforce Management (BY WFM) products including Tier 2/3 escalations.
Plan and execute operational process improvements using metrics tracking, lean methodology, and automation to enhance service quality and customer satisfaction.
Collaborate with Product Development for issue resolution and customer requirement feedback, and maintain knowledge base for recurring issues.
Bachelor's degree in Computer Science, Engineering, or relevant discipline.
3-6 years experience in customer-facing support or consulting roles with BY Workforce Management or similar WFM products.
Functional expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance, and Pay Rules.
Mandatory technical skills: SQL Server/MS SQL scripting, PowerShell scripting, OOP concepts; ITIL certification preferred.
Experienced in handling complex issue resolution with minimal guidance in WFM customer support.
Familiar with cloud architecture (MS Azure) and relevant tools (ServiceNow, JIRA) for support operations.
Demonstrates operational ownership with focus on continuous improvement and collaboration across global teams.