Workforce Management Administrator, RPE Team

About Amazon

Amazon.com is dedicated to being the Earth's most customer-centric company, offering customers a vast selection of products at competitive prices and unparalleled convenience. The Selling Partner Services (SPS) team serves as the primary liaison between Amazon and its business partners, providing exceptional support to merchants operating on the Amazon platform. We proactively anticipate seller needs, develop innovative self-help resources, and deliver solutions to empower our partners to better serve their customers.

About the Role

We are seeking a motivated Workforce Management (WFM) System Administrator to manage and maintain our WFM backend and frontend systems and tools. This role involves close collaboration with various teams to execute critical initiatives and develop beneficial solutions and tools for SPS Operations. Success in this position requires strong troubleshooting skills, meticulous attention to detail, and the ability to deliver high-quality results punctually.

Key Responsibilities

• Provide ongoing support, user training, and maintenance for global Workforce Management systems and tools.
• Diagnose and resolve issues or implement enhancements within WFM Systems, coordinating with relevant parties for timely resolutions.
• Advise partners on developing Forecast Groups, Staff Groups, and Routing Sets to optimize utilization and business efficiency.
• Ensure the accuracy and timeliness of all data integrated with WFM systems.
• Address and resolve reported technical or functional issues, requests, and inquiries, proposing and implementing fixes and improvements.
• Manage user access to systems and services, including setting up accounts, configuring profiles, and maintaining permissions.
• Develop and maintain internal communication policies and procedures.
• Engage in cross-functional activities such as requirements gathering, system reviews, and user acceptance testing.
• Collaborate with internal IT support and external vendor technical support teams as necessary.
• Participate in an on-call rotation, which may include working some nights and weekends.
• Undertake occasional business travel to other company facilities as required.

A Day in the Life

A typical day involves ensuring the smooth operation of global Workforce Management systems through continuous support, training, and maintenance. You will be instrumental in troubleshooting system issues, coordinating with stakeholders for swift resolutions, and advising partners on optimizing WFM configurations for enhanced efficiency. Maintaining data integrity and managing user access are also key daily activities, alongside participating in cross-functional projects and providing on-call support.

About the WISE Team

The WISE (Workforce Innovation & Systems Excellence) team comprises subject matter experts in Workforce Planning, dedicated to delivering comprehensive WFM solutions. Their expertise spans 1p/3p WFM tool onboarding, implementation, contracting, budgeting, licensing, capacity planning, configuration, forecasting, real-time management, reporting, routing, seating, and scheduling. The team collaborates closely with operations, data engineering, timekeeping, business analysts, vendor management, security, and global procurement to support approximately 38,000 employees across 143 sites.

Additional Information

Occasional business travel and travel to other company facilities will be required. This role may require on-call availability, including nights and weekends. Our inclusive culture at Amazon empowers employees to achieve outstanding results. For workplace accommodations related to disabilities during the application or hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations. If your region is not listed, please contact your Recruiting Partner.

Company - ADCI HYD 20 SEZ - H94

Job ID: A10423732