Workforce Optimization & Automation Specialist
Introduction
IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles.
Throughout this engagement, the team has been keenly focused on harnessing the power of data to inform our design, build, test, and improve activities. In the base period, the collective team recognized that the scope and complexity to achieve automation goals exceeded both parties' expectations as requirements and execution had to account for factors such as multi-document packet processing hierarchy, dynamic mail that requires adaptability in training new form versions and recognizing trends in incoming mail, and VBA policy changes. As a result, the team employed an Agile operating model and identified a backlog of enhancements that would support continued improvement of the current Mail Automation scope, as well as improvements to other related upstream, parallel, and downstream processing.
The project requires Transcription/ Quality Assurance (Testing) services to support increasing the quality of processing as new enhancements are continually added to the MAS platform.
Your role and responsibilities
As a Workforce Optimization & Automation Specialist, you will play a key role in shaping and executing workforce strategies that directly impact operational performance. You will own core scheduling and planning processes, lead automation development, and act as a trusted partner across IT, Data Science, and Operations leadership. Your work will enhance visibility, reduce manual overhead, and ensure the organization is equipped to adapt to evolving business needs.
Key Responsibilities include:
- Workforce Planning & Scheduling Oversight
- Own and manage the team's master schedule, PTO request process, and workforce planning activities to ensure accurate coverage across all operational queues.
- Proactively identify resource gaps, manage capacity planning, and align scheduling strategies with service-level objectives.
- Automation & Tool Development
- Develop, enhance, and maintain automation tools using Excel (advanced formulas, VBA) and Python scripting to streamline manual processes and improve data accuracy.
- Partner with IT and Data teams to ensure solutions are scalable, secure, and aligned with business priorities.
- Strategic Collaboration & Stakeholder Engagement
- Collaborate with Data Science, IT, Operations Leadership, and Project Management teams to design and deploy workforce planning tools that drive operational insights.
- Act as a key liaison between technical functions and business operations, translating needs into actionable solutions.
- Operational Leadership & Technical Enablement
- Serve as the team's primary technical resource for scheduling systems, providing troubleshooting support, managing tool performance, and driving adoption of improved workflows.
- Lead change management efforts to embed operational best practices into daily team routines.
- Process Improvement & Compliance
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- Identify inefficiencies and lead the implementation of process enhancements to drive productivity and accuracy.
- Ensure adherence to IBM's IT and security policies in all tools and workflows.
- Provide mentorship and technical training to team members to strengthen overall team capability, operational resilience, and technical literacy.
- Must be able to work onsite at IBM's facility in Rocket Center, WV 2 days per week, or as business needs arise
- People and Performance Management and Communication
- Collaborative (Soft Skills-Communication, email, chat channels) and Team Player
- Ability to translate operational requirements into scalable tools and processes
- Critical thinking and problem skills
- Excellent communication and stakeholder management skills with the ability to influence across teams
Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
- Must be currently supporting the team, cleared, and with established accesses
- Proven expertise in Excel (advanced formulas, macros/VBA) and Python scripting for business automation
- Strong background in workforce management, scheduling, and resource planning
- Demonstrated experience collaborating with IT, Data Science, and leadership teams to deliver technical solutions
- Strong analytical and problem-solving skills with excellent attention to detail
- Demonstrated leadership in driving operational improvements and managing cross-functional initiatives
Preferred technical and professional experience
- Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Object Character Recognition (OCR)
- Microsoft Excel Certification (Advanced/Expert level), System Administration & Technical Support
- IT Security Fundamentals, Operating Systems & IT Infrastructure computer Networking
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
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Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
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ABOUT IBM
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At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
US Citizenship Required.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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