Sr Workforce Analyst, AWS Managed Cloud
Sr Workforce Analyst, AWS Managed Cloud
Posted on :
10-05-2025
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1 Vacancy
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Job Description
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.
For more than 11 years Amazon Web Services (AWS) has been the worlds most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the worldincluding the fastestgrowing startups largest enterprises and leading government agenciesto power their infrastructure. Support Engineering provides global technical support to a wide range of customers using as they build missioncritical applications on top of services. Support Engineer (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 sites leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160 services 24/7 within Support Engineer 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 job responsibilities
Delivers weekly assessment of the site performance (inputs) with callouts 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 noncasework 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
A day in the life
The WFA (Workforce Analyst) is the primary point of contact on WFM policies and processes for SE Domains and Sites. WFAs are also responsible for establishing tracking and reporting path to green metrics when there are misses in: FRSL Availability Shrinkage AFC DRE and other areas that impact our ability to service AWS customers.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employeeled and companysponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger more collaborative teams. Our continual innovation is fueled by the bold ideas fresh perspectives and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Bachelors degree with 5 years of defining and implementing process improvement initiatives using data and metrics experience
5 years of WFM experience working cross functionally with tech and nontech teams
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
5 years of WFM Experience supporting cross site teams
5 years of driving end to end delivery and communicating results to senior leadership experience
5 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
For more than 11 years Amazon Web Services (AWS) has been the worlds most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the worldincluding the fastestgrowing startups largest enterprises and leading government agenciesto power their infrastructure. Support Engineering provides global technical support to a wide range of customers using as they build missioncritical applications on top of services. Support Engineer (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 sites leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160 services 24/7 within Support Engineer 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 job responsibilities
Delivers weekly assessment of the site performance (inputs) with callouts 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 noncasework 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
A day in the life
The WFA (Workforce Analyst) is the primary point of contact on WFM policies and processes for SE Domains and Sites. WFAs are also responsible for establishing tracking and reporting path to green metrics when there are misses in: FRSL Availability Shrinkage AFC DRE and other areas that impact our ability to service AWS customers.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employeeled and companysponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger more collaborative teams. Our continual innovation is fueled by the bold ideas fresh perspectives and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Bachelors degree with 5 years of defining and implementing process improvement initiatives using data and metrics experience
5 years of WFM experience working cross functionally with tech and nontech teams
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
5 years of WFM Experience supporting cross site teams
5 years of driving end to end delivery and communicating results to senior leadership experience
5 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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