Operation Analyst at Workforce Group

Description

• We are seeking a highly organized and proactive Operations Analyst to join our Operations Excellence team. Unlike a traditional back-office analyst, this role is "boots on the ground" for our telematics and physical operations.
• You will be responsible for the real-time health of our fleet, ensuring that our material handling equipment is utilized efficiently and that our frontline teams are meeting strict operational standards.
• The ideal candidate is a disciplined problem-solver who can spot a "dropped ball" before it affects the client and has the backbone to enforce operational strategy.

Key Responsibilities

• Act as the primary administrator for the Service Order application. You will ensure technical team create work orders for all maintenance and operational issues, ensuring high data integrity.
• Monitor the status of all open tickets. You are responsible for following up with technical teams to ensure issues are closed out within established Service Level Agreements (SLAs).
• Provide continuous monitoring of material handling equipment (MHE) and telematics via Linde Connect software.
• Translate telematics alerts into actionable work orders, ensuring that "dropped balls" are eliminated through clear digital trails.
• Hold frontline and maintenance teams accountable for updating ticket statuses, ensuring that the "story" of every asset is accurately captured in the system.
• Generate weekly reports on ticket aging, resolution times, and recurring equipment issues to help leadership "pattern" business needs.
• Coordinate with the warehouse to ensure parts used in work orders are properly logged and accounted for.

Qualifications
Compulsory:

• BSc / HND in Computer Science, Statistics, Engineering, or a related field.
• Proficiency in Microsoft Office applications (specifically Excel for tracking and Outlook for coordination).
• Knowledge of CRM, ERP, or CMMS ticketing platforms (e.g., SAP, Jira, or similar).

Experience Required:

• 2+ years of professional experience in a similar role.
• Proven experience using Service Order or CMMS (Computerized Maintenance Management Systems) software (e.g., SAP, Jira, or custom ERP ticketing).
• Hands-on experience with Power Automate to build automated workflows and process integrations.