Aliza Heching is a researcher in the business analytics and mathematical sciences group at IBM Thomas J. Watson Research Center. Since joining IBM in 1998, she has worked with internal IBM divisions and external clients to develop analytical models to solve business problems. Aliza's current research focuses on the modeling, analysis, and optimization of service systems. Aliza received her doctoral degree in Management Science/Operations Research from Columbia University Graduate School of Business, NY, NY. She has filed numerous patents and has published a number of book chapters and technical papers. Her work in service operations analytics was selected as a finalist in the 2012 INFORMS Innovation in Analytics Award.