Workforce Management System Administrator

Role overview

Amazon’s Selling Partner Services team supports merchants who sell on the platform, helping them solve problems quickly and improving the tools and processes that support their experience. This opening is for a Workforce Management (WFM) System Administrator who will manage the front-end and back-end WFM tools used by the operations team.

The position calls for someone who is comfortable investigating technical issues, working carefully with data, and delivering dependable outcomes on time. You will work closely with partner teams to support business-critical initiatives and help design solutions that improve operations efficiency.

Key responsibilities

• Provide ongoing support, training, and maintenance for global Workforce Management systems and related tools.
• Investigate WFM system issues and requested enhancements, then coordinate with the right teams to get timely resolution.
• Work with partners to design and improve Forecast Groups, Staff Groups, and Routing Sets to increase productivity and business efficiency.
• Make sure data moving into and out of WFM systems is accurate and delivered on time.
• Handle technical and functional queries, troubleshoot problems, and implement fixes or improvements where needed.
• Set up access for users across systems and services.
• Create, update, and manage user profiles, permissions, and accounts.
• Prepare and maintain internal communication guidelines, policies, and procedures.
• Take part in cross-functional activities such as requirement collection, reviews, and user acceptance testing.
• Coordinate with internal IT teams and external vendor support when required.
• Be available for on-call support, including some night and weekend work.
• Support occasional business travel and visits to other company locations.

Required qualifications

• At least 2 years of experience in program or project management.
• At least 2 years of experience working across both technical and non-technical teams.
• Intermediate Excel capability, including pivot tables, charts, multi-criteria lookups, nested IF/logical formulas, data cleanup, and array formulas.
• At least 2 years of experience introducing process improvements using data and metrics.
• Ability to manage several assignments at once, meet deadlines, and respond quickly to urgent tasks with minimal direction.
• Strong customer focus, analytical ability, attention to detail, and clear communication skills.
• Background in training, technical training, coaching, mentoring, performance management, or process training.
• At least 2 years of experience as a WFM Administrator, or at least 3 years of relevant WFM user experience in forecasting, scheduling, or real-time management.

Preferred qualifications

• 3+ years of experience driving end-to-end delivery and presenting results to senior leadership.
• 3+ years of experience leading process improvement work.
• Experience handling stakeholders at different levels across an organization.
• Experience collecting requirements and documenting them clearly and in detail.
• Experience influencing teams or leading others.
• Strong written and spoken English skills with the ability to draft clear, accurate, and concise responses.
• Good data analysis skills and practical Excel knowledge.
• Ability to work effectively in fast-moving, changing, or international environments.
• Exposure to automatic call routing, VoIP, or contact-center case management tools.
• 3+ years of experience as a WFM Administrator, or 4+ years of relevant WFM analyst experience in forecasting, scheduling, or real-time management.

Additional information

Amazon states that its inclusive culture supports employees in doing their best work for customers. Applicants needing workplace accommodation or adjustment during the application, interview, or onboarding process can use Amazon’s accommodation support page for more information.

The company and site details provided are: ADCI HYD 16 SEZ - H83, Hyderabad, Telangana, India.

Job ID: A10371372.