ITS Workforce Analyst, Global Workforce Planning (GWP)

DESCRIPTION IT Services Global Workforce Planning (GWP) is looking for a Workforce Analyst who can be a part of a fast-paced capacity planning and workforce management team. The ideal candidate is a leader with demonstrated...


IT Services Global Workforce Planning (GWP) is looking for a Workforce Analyst who can be a part of a fast-paced capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global workforce model is required, as is engaging your team to do the same. You will play an active part in this effort.

The role entails working closely with business intelligence, capacity planning, and operation stakeholders to address and analyze results to resolve service levels (SLAs) or capacity misses. The Workforce Analyst works with business services to ensure current SLAs are correctly structured to provide maximum recovery windows without jeopardizing customer experience. They take an analytical approach to defining and provide real-time escalation path, recovery options, and restore capabilities for any failure of service; proactively notifies the proper support teams; and coordinates recovery as needed globally.

Responsibilities include:
- On-going generation, creation, and maintenance of accurate data/reporting
- Run “what-if” scenarios for staffing
- Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
- Support the production, communication, & implementation of service level action plans
- Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
- Work with operational and support teams to effectively plan non-productive time (NPT)
- Ensure accurate recording and reporting of metrics
- Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
- Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts
- Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
- Evaluate and implement opportunities for improving workflow processes and automation of processes
- Monitor adherence to productivity and Service level (SL)

About the team
Global Workforce Planning (GWP) is a team responsible for ensuring support teams have the right people, in the right place, at the right time to provide support for customers. GWP facilitates the end-to-end process from planning to execution in partnership with stakeholders.
This process starts with planning, followed by scheduling, and real time monitoring. GWP works with leadership across all regions to ensure our production staff is available to meet customer demand.


- 1+ years of tax, finance or a related analytical field experience
- 2+ years of complex Excel VBA macros writing experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL


- Experience working with Tableau
- Experience using very large datasets

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

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