Workforce Analyst, AWS Support Engineering at Amazon

Key job responsibilities

• 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