Amazon Workforce Analyst AWS Support Engineering 

United States, Virginia 

683224495

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements- Current, active US Government Security Clearance of TS/SCI with Polygraph

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 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 realityThis position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph.Herndon, VA, USA

- 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