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