Technology Operations Analyst (Real Time Analyst)

About the role

Wells Fargo is seeking a Technology Operations Analyst (Workforce Planning). In this role, you will participate in initiatives and identify opportunities for technology operations, evaluate basic or tactical challenges that require research and evaluation, and provide centralized command and control for major incident management, ensuring teams focus first on restoring business services. You will review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes, develop knowledge of business cycles and capabilities to assess the impact of technology events on the business and other support areas, and reduce the impact of application and infrastructure failures on business delivery.

Key responsibilities

• Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data
• Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements
• Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization
• Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations
• Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis
• Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow
• Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics
• Conduct trend analysis and root cause investigations to identify performance improvement opportunities
• Generate executive summaries, operational reviews, and leadership presentations to support decision-making
• Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations

About you

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bachelor's degree in Business Analytics, Information Technology, Statistics, Mathematics, Engineering, or related field (desired)
• 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles (desired)
• Experience supporting contact center, service desk, or IT operations environments (desired)
• Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership (desired)