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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

* 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.

* Mentorship & Capability Building

* 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 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

IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.