• Work closely with Business stakeholders to understand business processes, challenges, and requirements, and to identify pragmatic IT-enabled solutions that meet user and organisational needs • Elicit, analyse, document, and validate business and functional requirements, translating them into clear system requirements for delivery by IT teams • Support the design, testing and rollout of system solutions, including Oracle ERP and custom-developed/ bespoke solutions • Act as a key interface between Business stakeholders and IT delivery teams, ensuring requirements are clearly documented, articulated, understood, and traceable throughout the delivery lifecycle • Assist in managing project timelines, scope, and dependencies by supporting delivery plans, identifying risks and issues, and contributing to the on-time and within-budget delivery of solutions • Contribute to the IT Global Quarterly Release process, supporting the timely and high-quality delivery of continuous enhancements to IT applications and related processes • Review and assess alternative system designs and re-engineered processes, providing input on technical feasibility, operational effectiveness, and economic viability • Assist with the review and evaluation of existing processes and solutions, with the aim of improving efficiency, standardisation, and overall effectiveness • Support SOX compliance by ensuring all system changes adhere to defined governance, documentation, and approval processes • Liaise with offshore support teams and internal IT functions to support effective incident and service request management, ensuring service levels are maintained within agreed thresholds

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a PL/SQL .NET Software Analyst, you will develop database-driven applications. You will work with business analysts, senior developers, and end-users to provide reliable, scalable solutions using Oracle databases and Microsoft .NET technologies. You will report to the Manager of Information Systems and Programs and is located in Columbia, SC. This is a remote opportunity, but you should be within driving distance to the Columbia, SC site for regular meetings. Locals encouraged to apply. Key Responsibilities: - Develop and improve Oracle PL/SQL code including: stored procedures, functions, packages, and triggers - SQL queries and performance tuning - Develop applications using .NET technologies (C#, ASP.NET, Web APIs, or WinForms/WPF as applicable) - Integrate .NET applications with Oracle databases - Analyze requirements and translate them into technical solutions - Debug, test, and resolve application and database issues - Participate in code reviews and follow established coding standards - Help with application deployments and production support - Collaborate with teams including QA, DBAs, and our users - Document technical designs and application logic Qualifications - Bachelor's degree in computer science, Information Systems, or related field - 1–5 years' experience in application development (or equivalent coursework/projects) - 3+ years of experience with Oracle SQL and PL/SQL - 1+ years of experience with C# and .NET Framework or .NET Core Requirements - WebLogic Server/Administrator - Java-based Forms runtime - JVM tuning and monitoring - Middleware troubleshooting - Forms and Reports configuration - Startup/shutdown scripts - SSL, certificates, ports - Load balancing - Log analysis (Forms, WebLogic, JVM) Benefits - Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options - Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members - 401(k) with Company Match Contributions to support employees' retirement - Paid Vacations and Company Holidays - Opportunities for Flexible Work Arrangements to promote work-life balance - Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers - Global Recognition and Service Programs to celebrate employee accomplishments and service - Employee Referral Program

Pinnacle Group exists to connect people with opportunity. For the last 25 years, we've done exactly that by living our core values of putting people first, delivering excellence in all we do, and giving back to the communities in which we live and work. We are a leading workforce solutions company supporting the talent needs of global leaders in financial services, technology, communications, utilities, and transportation and we are one of the largest women and minority-owned companies in our industry. Our team of service-driven, energetic, and diverse professionals is well-respected in our industry and our leadership team is aligned and focused on taking the company to the next level. If you're looking for a new opportunity where you can truly make a difference, we hope you'll apply for a position with us. Job Summary Bachelor’s degree in MIS, Information Technology, Computer Science, or other quantitative major. An understanding of basic accounting/finance is a plus Significant data management and analysis experience (4+ years leading data analytics and reporting for fortune 500 or top tier consulting company) Experienced in developing analytics visualizations. Strong knowledge of Tableau and intermediate to advanced Database and T-SQL skills Experience in creating client ready PowerPoint slides Experience creating combo charts and writing formulas in Excel Experience in C#, SSIS packages, and Visual Studio Experience in Python is a plus but not required Experience in supervising or mentoring junior staff and providing constructive feedback Ability to lead, plan and manage in an entrepreneurial, team-oriented environment Strong skillset to develop insightful dashboards and reports that drive business decision making and outcomes Highly organized with strong project management skills and drive to meet organizational objectives; ability to manage multiple projects on interrelated timelines. Demonstrated ability to communicate with and work well with all levels within an organization Technical expertise regarding data models, database design development, data mining and segmentation techniques Strong written and verbal communication skills Qualifications

About the Role: The Workforce Analyst is responsible for forecasting contact volume, staffing requirements, and scheduling to ensure service level targets are met efficiently across all channels. This role partners closely with Operations, BPO vendors, and leadership to balance customer experience, agent productivity, and cost control using data-driven workforce strategies. Specific responsibilities: Forecasting & Capacity Planning Forecast contact volumes across channels/departments (phone, chat, email, SMS) using historical trends, seasonality, and business inputs Develop short-term, mid-term, and long-term staffing models Translate forecasts into required staffing levels based on AHT, shrinkage, service level goals, and occupancy targets Identify risks related to under or over-staffing and proactively recommend mitigation plans Scheduling & Intraday Management Build and maintain agent schedules aligned to forecasted demand and operational constraints Monitor real-time performance and make intraday adjustments (OT, VTO, schedule changes, skill rebalancing) Partner with supervisors and BPO teams to address adherence, attendance, and schedule compliance Support surge planning, holidays, product launches, and peak seasons Reporting & Analytics Produce regular WFM reports covering service levels, staffing vs demand, occupancy, shrinkage, and adherence Analyze performance drivers impacting SLA, abandon rate, ASA, and customer experience Provide actionable insights and recommendations to leadership Support with reporting and business cases related to staffing, cost, and efficiency Work closely with BPO partners to align forecasts, staffing plans, and performance expectations Support new channel launches, pilot programs, and operational changes with workforce modeling What you’ll need: Minimum of 2–5 years of Workforce Management or analytics experience in a call center or contact center environment Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence) Advanced Excel skills (pivot tables, formulas, modeling) Experience forecasting and scheduling for multi-skill, multi-channel environments Strong analytical, problem-solving, and communication skills Experience working with BPO vendors or outsourced contact centers Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar) Experience supporting seasonal or high-growth environments Exposure to Zendesk, Salesforce, or similar CX platforms Ability to present data clearly to senior leadership Compensation, Benefits, & Additional Details: Health-E Commerce's compensation philosophy is grounded in market data and internal equity to ensure fairness and consistency across the team.  Individuals new to the company should generally expect offers to fall between the entry point and midpoint of the salary range.  Our goal is to provide an offer that supports growth potential within the role and allows for future salary progression. Compensation: $28-33.50 / hr. Discretionary Annual Bonus Eligibility: Up to 10% Medical, Dental, Vision, and 401K with a company match Dependent Care, FSA & HSA accounts Paid Parental & Bonding Leave PTO & office closure on all major holidays Monthly wellness & internet reimbursements Professional development including certification support & leadership coaching Mental Health resources 100% remote within the United States Must be able to work EST hours Candidate Privacy Notice