Workforce Development Specialist

Job Title: Workforce Development Specialist
Location: Boise, ID 83716
Duration: 10.7 months Assignment
Shift/Hours: 40hours/week, M to F
Work Model: Fully Onsite
 
Summary:

• The Workforce Development Specialist 2 provides operational support for Workforce Development services, applications, and users.
• The primary responsibility of this role is to manage customer inquiries, support requests, and operational workflows through shared mailboxes, ServiceNow queues, and Workforce Development systems during U.S. business hours.
• The role supports a global customer base across multiple regions, functions, and sites, ensuring timely and effective resolution of operational requests.
• In addition to executing operational support activities, the role is expected to analyze support processes, identify automation opportunities, and develop AI-assisted solutions that improve efficiency, reduce manual effort, and enhance customer experience.
• Success will be measured not only by operational execution but also by the implementation of sustainable automation solutions that can be maintained by the organization after contract completion.

Roles & responsibilities:
Operational Support, Service Delivery & Automation:

• Customer Inquiry & Request Management.
• Monitor and respond to Workforce Development shared mailbox inquiries during U.S. business hours.
• Research and resolve customer requests using established procedures and knowledge resources.
• Escalate issues to appropriate team members when required.
• Ensure timely and professional customer communications. 

ServiceNow & Operational Request Fulfillment:

• Monitor and fulfill ServiceNow ticket queues.
• Manage MT Groups requests, General Inquiry requests, SharePoint access requests, and other defined administrative support activities.
• Track requests through completion and maintain service-level expectations.
• Identify recurring issues and common request patterns.

AI-Enabled Support Solutions:

• Analyze mailbox inquiries, ticket queues, and operational support activities to identify automation opportunities.
• Develop and maintain AI-assisted solutions to automate inquiry triage, response generation, knowledge retrieval, and request fulfillment processes.
• Create reusable workflows, templates, and automation solutions that reduce manual effort and improve response consistency.
• Leverage approved AI and automation tools to improve service delivery and operational efficiency.
• Measure and track efficiency improvements resulting from automation initiatives.
• Document automation solutions, processes, and support models to enable long-term sustainability and knowledge transfer.
• Create chatbot, agent, and/or AI-enabled support capabilities that improve Workforce Development service delivery.

Additional Responsibilities:

• Assist with approved content retirement, deactivation, and cleanup activities.
• Execute assigned readiness activities associated with Degreed LXP integration.
• Assist with special projects and operational improvement initiatives as assigned.

Supported Systems:

• ServiceNow.
• Workday Learning.
• OJTCert.
• Degreed LXP.
• MT Groups Application.
• Microsoft 365 Applications (Outlook, Teams, Excel, Word, PowerPoint, SharePoint).

Preferred Experience:

• Enterprise application support and customer service.
• Ticketing systems and operational support models.
• Learning management systems (LMS) and learning experience platforms (LXP).
• Process improvement and workflow optimization.
• Data quality, metadata management, and content governance.
• Global stakeholder coordination and project support.
• AI and automation tools, including Microsoft Copilot, Claude, OpenAI solutions, GennieLLM, Mendix

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $26.95/hr – $33.55/hr.