CAPACITY ANALYST JOB DESCRIPTION

Infrastructure fails quietly until it doesn't. When service-level objectives slip, and a payment platform or global data center goes dark, the gap nearly always traces back to a capacity model that stopped reflecting reality weeks earlier. Capacity Analysts own that model. Working across cloud and on-premises environments governed by ITIL service management standards, this role sets performance thresholds, forecasts resource demand, and translates infrastructure data into decisions that senior engineering leaders can act on. The work is technical, but the output is organizational clarity.

As the Capacity Analyst, you translate infrastructure telemetry into forward-looking plans that keep cloud and on-premises environments performing within agreed service-level commitments, directly informing investment and risk decisions across the organization. You operate within a specialist capacity and performance team, partnering with data center operations, product management, and architecture groups across multiple global sites.

Career Impact: Owning capacity models for multi-region infrastructure, including spanning physical data centers, AWS, and Azure, positions a practitioner for advancement into senior IT service management or infrastructure architecture roles within the technology sector.

Business Impact: The plans and thresholds this role maintains determine whether payment services, SaaS platforms, and enterprise data centers stay within their SLOs or generate incidents that cascade into customer-facing outages.

Growth Opportunity: Hands-on experience with ITIL frameworks, hybrid cloud capacity tools, and statistical forecasting methods is directly transferable to senior performance engineering and cloud optimization roles commanding significantly higher market value.

• Build and maintain capacity plans covering cloud and on-premises infrastructure across all active data center locations, aligned to current SLOs.
• Forecast future resource requirements by analyzing demand trends, business growth projections, and service portfolio changes.
• Monitor performance and capacity thresholds across production services, revising limits proactively before incidents occur.
• Produce weekly, monthly, and ad-hoc capacity and availability reports for senior infrastructure management and technical teams.
• Collaborate with architecture and product teams to assess capacity implications of new or modified services before deployment.
• Conduct volume and performance testing in partnership with test teams to validate infrastructure sizing decisions.
• Assess change requests for capacity and performance impact, contributing findings to the Change Advisory Board process.
• Identify optimization and right-sizing opportunities across public cloud infrastructure to improve cost efficiency.

• Bachelor's degree in Computer Science, Information Systems, Statistics, Applied Mathematics, or equivalent work experience.
• 4 or more years of IT service management or infrastructure analyst experience, with demonstrated focus on capacity or performance planning.
• Working knowledge of ITIL service management principles, including Incident, Problem, and Change Management processes.
• Ability to develop statistical forecasting models and interpret performance trends across large, complex infrastructure environments.
• Experience managing capacity planning for hybrid environments covering both public cloud providers and private data centers.
• Strong written and verbal communication skills, including the ability to present technical findings clearly to senior stakeholders.
• Highly developed numeracy and analytical skills, with precision in data interpretation and threshold management.

• ITIL Foundation certification or higher, demonstrating formal grounding in service management methodology.
• Experience with application performance monitoring tools or enterprise capacity management platforms used in high-availability production environments.
• Familiarity with Agile, CI/CD, and continual improvement frameworks as they apply to infrastructure service delivery.
• Exposure to database performance tuning or scripting for automation of capacity data collection and reporting.

• SLO adherence rate across monitored production services, reflecting how consistently capacity plans prevent threshold breaches.
• Mean time to capacity incident detection, measuring how quickly the analyst identifies emerging resource constraints before outages occur.
• Forecast accuracy rate (percentage variance between predicted and actual resource consumption) across monthly planning cycles.
• Volume of right-sizing recommendations implemented, tracking optimization actions that reduce infrastructure spend without degrading service levels.
• Report delivery timeliness, measuring on-time completion of weekly and monthly capacity reports against agreed schedules.
• Typical tools: Capacity and performance monitoring platforms (commonly AppDynamics, TeamQuest, or BMC); cloud management consoles (commonly AWS CloudWatch, Azure Monitor).

• Base Salary Range: $80,000 to $115,000 annually, depending on experience and location
• Bonus: Annual performance bonus, typically 5% to 10% of base salary
• Equity: Uncommon at this level; may be offered at larger tech employers
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus federal holidays
• Common Perks: Remote or hybrid flexibility, professional certification reimbursement, home office stipend

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Because employment decisions must reflect merit, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Applicants requiring reasonable accommodations during any stage of the selection process are encouraged to make that need known. Employment in this role is contingent on the successful completion of a background check. Candidates must be legally authorized to work in the United States.

The Capacity Analyst owns short- and long-term capacity planning analysis, applying supply and demand concepts to monitor staffing levels, forecast daily and interval volumes, and identify scheduling efficiencies across a virtual, multi-site environment. Working in close contact with senior management and cross-departmental stakeholders, the Capacity Analyst delivers insights that directly shape call performance outcomes and business continuity routing decisions.

Key Responsibilities

• Apply supply and demand concepts by monitoring, assessing, analyzing and/or evaluating data and processes.
• Identify changes in volume and productivity to help explain variances related to staffing levels.
• Identify inconsistencies in data or results, define business issues, and formulate recommendations on policies, procedures, or practices.
• Apply analytical thinking and knowledge of data analysis tools and methodologies.
• Break down information in a systematic and communicable manner.
• Perform complex short- and long-term capacity planning analysis with broader business impact.
• Conduct volume and staffing analysis to ensure call performance goals are met.
• Monitor potential impacts of policy changes and maintain knowledge of business and industry standards.
• Perform monthly Risks and Opportunities assessments with senior management.
• Determine COB routing for system failures, external factors, or telephony network failures.
• Forecast daily and interval volumes and productivity through short-term planning.
• Analyze current schedules and identify opportunities to improve efficiency, coverage, and employee satisfaction.
• Manage the schedule posting process.

Required Qualifications

• Basic degree or coursework in Finance, Mathematics, Statistics, Economics, Business Administration, or Technology/Data Analytics.
• Experience in data analysis and data presentation.
• Knowledge of business and industry standards, including capacity planning and workforce management practices.
• Strong written and verbal communication and presentation skills, with the ability to exchange complex or sensitive information.
• Excellent analytical skills to filter, prioritize, and validate complex and dynamic material from multiple sources, with strong attention to detail.
• Proficiency in desktop applications including Word, Excel, Outlook, and PowerPoint.
• Ability to work in a virtual environment across departments and sites via email, IM, and phone.

Embedded within the IT organization, the Capacity Analyst builds and drives the development of a Capacity Management framework, partnering with IT and business leaders to ensure the organization maintains sufficient capacity through data-driven analysis, dashboards, and reporting. Working closely with internal stakeholders across cloud, compute, network, and storage environments, the Capacity Analyst delivers the planning infrastructure that enables leaders to make informed, forward-looking infrastructure decisions.

Core Functions

• Build and drive the development of the Capacity Management framework and lifecycle.
• Partner with IT and business teams to assess current capacity and forecast future needs based on anticipated growth.
• Design, build, and maintain comprehensive capacity reports and dashboards relevant to IT.
• Ensure the right tools and processes are in place to deliver effective capacity planning across the organization.
• Collaborate with internal stakeholders to ensure current and accurate data is used for planning purposes.
• Produce weekly, monthly, and ad-hoc capacity reports as needed.
• Identify improvement initiatives that optimize capacity and maintain documented procedures and best practices.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Experience in an IT Service Management role with demonstrated focus on core Capacity Management.
• Experience with cloud providers and capacity measurement tools in AWS, Azure, and VMware frameworks.
• Good understanding of Cloud, Compute, Network, Voice, and Storage concepts, including hybrid on-prem environments.
• Excellent interpersonal skills with the ability to form and maintain strong relationships with stakeholders.
• Strong attention to detail with the ability to analyze, interpret, and manage information, data, and trends.

Reporting to Pricing Strategy leadership, the Revenue and Capacity Analyst shapes revenue outcomes for assigned trains by allocating seat inventory, setting overbooking authorizations, and executing tactical capacity management actions for departures up to eleven months in advance. Partnering with the Pricing Strategy team, the Revenue and Capacity Analyst contributes to coordinated revenue management strategies that minimize spoilage and optimize equipment utilization across the passenger rail network.

Primary Duties

• Determine and implement overbooking authorizations to minimize revenue spoilage.
• Analyze demand data and allocate seat inventory for each fare bucket using an automated forecast system.
• Execute tactical inventory controls and capacity management actions for trains departing up to eleven months in the future.
• Monitor and analyze critical departures daily and determine appropriate adjustments.
• Create critical train rules to identify departures performing outside expectations.
• Evaluate group exception scenarios for price and placement analysis based on the Group Acceptance Model.
• Perform analyses on past, present, and future passenger demand to support pricing, equipment utilization, and marketing promotions.
• Analyze KPI reports to identify issues and improve future demand allocations.

Skills & Qualifications

• Bachelor's degree in Business, Economics, Mathematics, or a related field required; Master's degree in Business, Mathematics, or a quantitative field preferred.
• Minimum 2 to 3 years of relevant work experience, preferably in the transportation industry.
• Knowledge of pricing philosophies and their relationship to demand, including revenue management concepts and systems.
• Experience in data mining, market analysis, pricing, and planning.
• Strong quantitative, analytical, and problem-solving skills, with the ability to apply supply and demand concepts.
• Experience with data analysis tools such as Access, Business Objects, SAS, or SQL.
• Strong oral and written communication skills.
• Ability to make timely, well-balanced decisions.

Sitting at the intersection of global operations and advanced analytics, the Capacity Analyst leads forecasting and capacity planning for a worldwide contact center network spanning 20 or more countries, building optimization models and short- and long-term operational plans that balance cost and service levels at scale. Operating across internal and outsourcing network operation teams in multiple geographies, the Capacity Analyst enables a customer service organization of tens of thousands of agents to perform against plan through data-driven decision-making and process standardization.

Duties

• Forecast contacts and plan capacity for a worldwide contact center network.
• Optimize cost and service levels for a customer service organization spanning 20 or more countries.
• Manage headcount staffing and scheduling across tens of thousands of agents supporting multiple geographies.
• Develop forecasting models capturing the dynamics of retail and digital e-commerce business.
• Build short- and long-term operational plans for global sites to optimize variable staffing costs.
• Identify, measure, and manage key metrics to improve performance against plan.
• Lead critical projects to improve planning and forecasting efficiency for global operations.
• Coordinate with internal and outsourcing network operation teams to meet business service levels and promote process standardization.

Requirements

• Master's degree in Statistics, Engineering, Mathematics, Economics, or MBA from a top-tier institution.
• Experience in an operations management or global capacity planning role.
• Strong analytical skills with the ability to build large-scale optimization and predictive forecasting models.
• Experience with data mining and machine learning algorithm application preferred.
• Proficiency in Microsoft Excel and experience with statistical programming languages such as R, SAS, or MATLAB.
• Experience utilizing SQL and VBA for data analysis and tool automation.
• Excellent verbal and written communication skills, including the ability to present technical analysis to stakeholders.
• Ability to work flexibly across US and European time zones in a dynamic, ambiguous environment.

A key member of the capacity planning team, the Capacity Analyst shapes the monitoring and performance assurance of large-scale IT infrastructure, applying statistical methods to forecast resource demand, identify operational improvement opportunities, and maintain service-level objectives across hybrid cloud environments. Collaborating across all key infrastructure and business process areas, the Capacity Analyst enables operational scalability and accuracy for a platform encompassing thousands of physical machines and millions of CPU cores.

Functions

• Ensure appropriate monitoring of resource capacity and system performance is executed and recorded across all Capacity Management processes.
• Determine what performance service levels are maintainable at a justifiable cost.
• Assist with regular management reports covering current resource usage, trends, and forecasts.
• Ensure reliability and availability requirements are incorporated into all capacity planning and sizing activities.
• Maintain knowledge of future resource demand and associated SLOs, and predict effects on performance service levels.
• Identify data types needed for tracking to improve capacity performance.
• Apply statistical methods to identify operational improvement opportunities and recommend process streamlining.

Experience & Qualifications

• Bachelor's degree or equivalent experience in Statistics or Applied Mathematics.
• 4 or more years of experience in a senior IT analyst, planning, or performance role.
• 3 or more years of experience modeling data and statistical forecasting.
• Expertise in capacity planning, systems performance analysis, and optimization, including database services capacity planning.
• Experience with hybrid cloud services and management such as AWS or Google Cloud.
• Proficiency in statistical software, advanced capacity analysis tools, and performance modeling tools.
• Experience with data visualization tools such as Tableau.

Effective delivery of high-availability ACH payment services depends on the Capacity Analyst, who owns the production and maintenance of capacity and performance reports, executes volume and performance testing, and designs forecasting processes that minimize risk to critical payment infrastructure. Based within the Capacity Planning and Performance Assurance team, the Capacity Analyst supports infrastructure and applications teams in diagnosing issues and maintaining service efficiency across enterprise management systems.

Accountabilities

• Assist in the production and maintenance of capacity and performance reports, including capacity plans for ACH payment services.
• Support Production Infrastructure and Applications Support teams in identifying and diagnosing capacity and performance issues.
• Work with test teams to design, execute, and analyze volume and performance tests.
• Design new forecasts and capacity planning processes for new services, ensuring re-order points are clearly identified and tracked.
• Identify, monitor, and revise performance and capacity thresholds for production services within Enterprise Management.
• Manage and maintain capacity and performance monitoring toolsets.

Technical Qualifications

• Advanced experience in capacity planning and performance analysis for high-availability IT services.
• Knowledge of the ITIL framework.
• Advanced understanding of UNIX and Linux performance metrics and related commands.
• Ability to create shell scripts using BASH, Perl, or AWK.
• Knowledge of Oracle RDBMS, PL/SQL tuning, and Oracle WebLogic servers.
• Experience with industry-standard performance monitoring tools such as TeamQuest or Precise I3.
• High proficiency in Microsoft Excel including VBA Macros and analysis tools.
• Strong numeracy and statistical skills including regression methods.
• Excellent time management and organizational skills.

As the Capacity Analyst, this role delivers expert guidance on capacity and availability across IT and business functions, encompassing public cloud infrastructure optimization, application performance testing, and ITIL-aligned process governance within a highly regulated environment. The broader technology organization relies on this work to forecast future capacity requirements, manage supplier contracts, and ensure all systems meet capacity and availability standards through robust reporting and change impact assessment.

Activities

• Provide expert advice and guidance on capacity and availability across IT and the business.
• Identify and manage capacity and availability issues and risks.
• Forecast future capacity requirements based on business plans, usage trends, and service portfolio plans.
• Manage internal capacity forums and collaborate with technical architecture teams to verify systems meet capacity requirements.
• Create and distribute weekly, monthly, and ad-hoc reports, including contributions to capacity plans.
• Develop and maintain accurate process documentation, work instructions, and demand management trending reports.
• Assess all changes for capacity and performance impact and attend Change Advisory Board meetings as required.
• Provide optimization and right-sizing recommendations for public cloud infrastructure and contribute to outcome-based supplier contracts.
• Contribute to the design and execution of application performance testing and maintain ITIL-aligned process artefacts within a highly regulated environment.

Position Requirements

• Experience in IT capacity management for both public cloud environments and private datacentres.
• Knowledge and experience in IT Demand Management and ITIL principles including Incident, Problem, and Change Management processes.
• Working knowledge of development frameworks such as Agile, CI/CD, and Scrum, as well as waterfall project management.
• Proficiency in capacity and application performance management tools such as BMC, AppDynamics, or HP OpenView.
• Experience with IT Service Management tools such as ServiceNow or Atlassian products.
• Strong documentation, organizational, and interpersonal skills.
• Ability to collaborate across business units, suppliers, and offshore teams.

Capacity Analyst leads infrastructure and data center capacity planning across 11 global locations, ensuring senior Infrastructure management is accurately advised on capacity-demand alignment, utilization optimization, and service delivery requirements for all products and services. Success in the position means producing and presenting comprehensive capacity plans, forecasting tools, and availability reports that enable technical teams and product managers to scale services while mitigating capacity-related incidents and problems.

Operational Focus

• Lead regular infrastructure and data center capacity planning meetings with technical teams.
• Collaborate with Product Managers to determine capacity requirements for new or modified services.
• Produce and maintain a global capacity plan and ensure capacity-related incidents and problems are mitigated.
• Create and maintain a Capacity Management Information System and develop forecasting tools.
• Coordinate with the Data Center Operations team to ensure adequate and timely ordering of capacity.
• Build, maintain, and present comprehensive capacity and availability reports and dashboards on infrastructure aspects.
• Leverage trend analysis to present improvement plans specific to infrastructure performance and capacity.
• Enable scalability planning for services and applications, driving continual improvement of Capacity, Availability, and Performance Management processes.

Knowledge, Skills & Abilities

• Degree in Project Management, Computer Science, or a related field.
• ITIL certification preferred.
• 2 or more years of experience managing data center or technology capacity, including hardware purchases and capacity budgets.
• Experience in an IT Service Management role with demonstrated focus on Capacity and Availability Management.
• Good understanding of servers, network, and storage concepts.
• Excellent project management skills with experience leading technical projects across organizational teams.
• Strong analytical, reporting, and presentation skills.
• Commercial and financial awareness of capacity failure impacts.
• Strong verbal and written communication skills with the ability to influence at all organizational levels.

The Slotting & Capacity Analyst delivers data-driven slotting and warehouse capacity solutions across a distribution center network, leading WMS Slotting Module configuration, conducting time studies, and collaborating with operational, engineering, and IT teams to maximize process efficiency and item placement accuracy. Working with functional leaders and DC management, the Slotting & Capacity Analyst builds the tools, metrics, and facility design inputs that drive continual improvement in labor planning, inventory turns, and SKU velocity outcomes.

Key Deliverables

• Manage and support the configuration of the WMS Slotting Module to maximize process efficiency through effective item placement and warehouse analysis.
• Act as subject matter expert in configuring, monitoring, reporting, and enhancing the Slotting module and related processes.
• Develop and update key metrics related to capacity, inventory turns, move-cost benefits, and SKU velocity.
• Partner with functional leaders and DC management to assess current processes, identify improvement opportunities, and establish best practices.
• Develop tools and solutions covering system enhancements, metrics reporting, facility design, workflow management, material handling, and labor planning.
• Conduct and evaluate time studies to validate and approve engineered standard workbooks.
• Support Labor Management System activities including engineered labor standards, coaching, process mapping, and performance incentive programs.
• Support drafting and design of facility layouts and capital and operating budget analysis.

Professional Experience

• Bachelor's degree in Industrial Engineering, IE Technology, Supply Chain Management, Computer Science, or a related accredited engineering field.
• Minimum 2 years of experience in a warehousing and distribution environment.
• Advanced knowledge of Warehouse Management Systems slotting modules and Labor Management Systems, with Korber or HighJump experience a plus.
• Experience with predetermined motion time systems such as MOST or MTM a plus.
• High proficiency in MS Excel, Word, and PowerPoint.
• Intermediate proficiency in AutoCAD, MS Project, and MS Visio.
• Exceptional analytical, problem-solving, and decision-making skills with strong attention to detail.
• Excellent verbal, written, and presentation skills with the ability to deliver to audiences ranging from associates to executives.
• Strong interpersonal, communication, project management, and organizational skills, with the ability to influence teams across projects.
• Willingness to travel 25 to 40 percent as required.

Embedded within the CAPA Administration group, the Capacity Analyst administers the CAPA program and supports process owners in completing corrective actions, ensuring Quality System processes remain compliant with ISO, FDA, and other regulatory requirements. Working closely with the Corrective Action Review Board, quality management, and cross-functional stakeholders, the Capacity Analyst builds the procedural consistency and audit-readiness that sustains the organization's regulatory standing.

Areas of Ownership

• Administer the CAPA program and support process owners in completing CAPAs and related business items.
• Support and guide the Corrective Action Review Board regarding CAPA process, record content, and software.
• Support the development, implementation, and continuous improvement of Quality System CAPA procedures, software, and training.
• Ensure implementation and effectiveness verification of CAPA and participate in remediation of legacy CAPA files.
• Ensure CAPA records are complete with accurate links and references to Change Management, Non-Conformance, and Complaint Handling processes.
• Manage the archival and handling of scanned CAPA records and conduct critical review of documents.
• Provide ongoing support to Quality management during external audits and demonstrate commitment to the ARDx Quality Management System per ISO, FDA, and other regulatory agencies.

Education & Experience

• Bachelor's degree in a related technical field, or equivalent experience in an FDA-controlled environment.
• 1 to 2 years of experience in a compliance-focused professional environment, preferably in medical device or in-vitro diagnostic manufacturing.
• Knowledge of QSR or ISO 13485 standards preferred.
• Knowledge of MS Office applications.
• Excellent organizational skills with the ability to manage multiple simultaneous projects.
• Strong critical analytical skills including root cause analysis and the ability to evaluate corrective action plans.
• Excellent written communication skills with the ability to summarize complex quality issues clearly and accurately.
• Strong interpersonal skills with the ability to engage peers and resources throughout the organization, acting ethically and with accountability.