Sr Workforce Analyst, AWS Managed Cloud

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from small- and mid-market accounts to enterprise-level customers, including the public sector.

For over 11 years, Amazon Web Services ("AWS") has been the world's most comprehensive and broadly adopted platform, offering over 100 fully featured services to millions of active customers worldwide-including startups, large enterprises, and government agencies-to power their infrastructure. Support Engineering provides global technical support for customers building mission-critical applications on top of AWS services. The Support Engineer (Biz Ops) team supports the infrastructure (tools, staffing, processes) that enables decision-making to ensure business success, and is seeking an experienced Senior Workforce Analyst.

This role involves building relationships with site leadership teams, executing staffing plans for complex teams supporting 160+ services 24/7 within Support Engineering. You will leverage your analytical skills and workforce management experience to create data-driven action plans for local and global stakeholders, balancing structure and flexibility to ensure organizational delivery.

Key job responsibilities

1. Deliver weekly site performance assessments, identifying misses to drive adherence to plans.
2. Optimize schedule coverage and collaborate with BI to report adherence.
3. Create skilling plans per site to ensure service coverage.
4. Manage flex skilling initiatives to address capacity gaps and mitigate risks.
5. Monitor performance proactively, develop correction plans, and track adherence.
6. Consult on capacity planning assumptions with Service Support Owners and Ops Managers.
7. Guide scheduling of non-casework time to maintain service levels.
8. Plan holiday schedules at site and profile levels.
9. Act as a liaison between Global Biz Ops and the business, providing feedback on planning processes.

A day in the life

The Workforce Analyst (WFA) is the primary contact for WFM policies and processes within SE Domains and Sites, responsible for establishing, tracking, and reporting metrics like FRSL, Availability, Shrinkage, AFC, DRE, and others impacting customer service.

About the team

We value diverse experiences and encourage candidates, even if they do not meet all preferred qualifications, to apply. Whether you are just starting your career or have alternative experiences, your background is welcome.

Why AWS?

AWS is the most comprehensive cloud platform, trusted by startups to Global 500 companies, for innovation and robust service offerings.

Inclusive Team Culture

We foster inclusion through employee-led groups, events, and a culture of curiosity and connection, promoting collaboration and diverse perspectives.

Mentorship & Career Growth

We support continuous learning, mentorship, and career development to help you grow professionally.

Work/Life Balance

We prioritize flexibility and support to help you achieve success at work and at home.

BASIC QUALIFICATIONS

• Bachelor's degree with 5+ years of process improvement experience using data and metrics
• 5+ years of Workforce Management (WFM) experience supporting cross-functional teams
• Advanced Excel skills (Pivot Tables, VLookUps) and SQL knowledge

PREFERRED QUALIFICATIONS

• 5+ years of end-to-end delivery and senior leadership communication experience
• Experience in process improvement, stakeholder management, project management, and scheduling

We are committed to an inclusive culture and provide accommodations during the application and onboarding process. For more info, visit this link .