Workforce Management, Business Systems Analyst

  • San Francisco, CA, USA
  • Employees can work remotely
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

As a Workforce Management / Business Systems Analyst you will work collaboratively and independently to provide Workforce Management application support, forecasting, troubleshooting and training. You will manage the configuration, implementation, and ongoing enhancements of NICE WFM in a hands-on role. You will partner with Customer Support and Engineering teams to meet the needs and goals of the business.

You Will:

  • Lead small to midsize system implementation projects from creation to launch
  • Document current processes, paint points, and identify gaps and opportunities for automation to refine workflows and processes
  • Participate in all phases of the system development life cycle including development of use cases, workflows, and evaluation of software solutions
  • Design new enhancements including the creation of new version releases or dot-releases and working with the business on any additional smartsync connection needs to help increase efficiency.
  • Be a liaison and work with customer success as the WFM systems partner
  • Recognize and advise leadership of concerns and issues
  • Create up-to-date, functional and technical systems documentation
  • Handle all inbound user requests, troubleshoot, and respond to them
  • Be an oncall support for show stopper emergencies outside of regular business hours


You Have:

  • Bachelor's in Information Systems or other relevant degree
  • 5+ years of enterprise experience including in-depth knowledge of Workforce Management platform's configuration, architecture, and implementation best practices
  • Experience showcasing results, root cause analysis, and WFM concepts to the extended teams
  • Familiarity in defining problems, understand impact, identify solutions and provide recommendations for corrective action
  • Experience with project management methodologies to create timelines
  • Understand customer support operations in a call center environment
  • Empathy understanding customer needs

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at) We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.


At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources