Workforce Management Analyst

3+ months agoSydney, Australia


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 worldincluding the fastest-growing startups, largest enterprises, and leading government agenciesto power their infrastructure. Premium Support 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


• Bachelor's Degree in a business, quantitative field (engineering, economics, math, and statistics), or equivalent experience
• 5+ years of experience in a demand driven customer support environment
• 5+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
• 1+ years of experience building and analyzing models using various statistical tools for forecasting and optimization
• 3 + year of experience working with various BI reporting software: tableau, MicroStrategy, Power BI, or other related BI reporting tools


• Master's degree in a quantitative field (engineering, economics, math, or statistics), business, or equivalent experience
• Ability to communicate effectively (written and verbal)
• Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives
• Possess the strong analytical and critical thinking skills
• Must be a self-starter, able to manage multiple tasks and projects simultaneously
• Experience owning deliverables end to end
• Ability to prioritize workload effectively
• Work well under pressure to meet ongoing and overlapping deadlines within short time constraints
• Must be flexible, detail-oriented, and comfortable in a fast paced environment
Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job ID: Amazon-1025351