Workforce Analyst, 7312 - Staging at Amazon Web Services

DESCRIPTION

• For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Support Engineering provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Premium Support Global Business (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision making to ensure business success and is seeking an experienced Senior Workforce Analyst.
• In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Premium Support fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key Responsibilities for Workforce Management Analyst:

• Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
• Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
• Delivers skilling plans by site that are needed to ensure service coverage
• Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
• Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
• Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
• Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
• Delivers site and profile level holiday scheduling plans
• Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality

BASIC QUALIFICATIONS

• 3+ years of working cross functionally with tech and non-tech teams experience
• Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements
• 3+ years experience in workforce management

PREFERRED QUALIFICATIONS

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules