Amazon

Business Analyst II, IT Services Global Workforce Planning

Amazon • $74K — $130K *
US-AnywhereRemote in Texas, US
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 3+ years in tax, finance, or related analytical field
  • 5+ years of advanced Excel skills including VBA, pivot tables
  • 3+ years in business or financial analysis
  • Bachelor's degree or equivalent required
  • Proficiency in defining metrics and extracting insights from data
  • Experience with SQL for data management
  • Strong ability to influence stakeholders through data-driven recommendations
  • Familiarity with data visualization tools like Tableau or QuickSight

Responsibilities

  • Design and refine scheduling strategies for IT Services
  • Co-own the Headcount Change Request governance process
  • Serve as the liaison for programs impacting contact volume
  • Deliver business analytics and insights using dashboards and reports
  • Translate complex workforce issues into actionable solutions
  • Streamline workflows and build scalable automation frameworks
  • Contribute to team strategy with strong operational insights

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching plan
  • Paid time off and parental leave
  • Flexible spending accounts
  • Adoption and surrogacy reimbursement coverage
  • Employee assistance program and mental health support
Full Job Description
Serves as the central liaison and gatekeeper for all project teams launching or migrating new programs that impact contact volume within the IT Service Organization. Owns schedule optimization strategy, supports headcount change request (HCR) governance, and ensures workforce capacity is aligned to demand signals. **Delivers business analytics and data-driven insights to GWP-supported teams across the IT Services Org, enabling leadership to make informed decisions on workforce investment, operational performance, and capacity planning.**

Leverages data analysis, operational expertise, and cross-functional partnerships to drive decisions that balance service levels, labor efficiency, and business readiness. Delivers with limited guidance, designs scalable solutions, and generates insights that inform multi-team strategy. Work is both tactical and strategic.

Key job responsibilities

**Schedule Optimization** - Design and refine scheduling strategies across IT Services queues. Analyze volume patterns, staffing gaps, and shift structures to maximize coverage efficiency. Monitor adherence and propose corrective actions using SQL, spreadsheets, and scheduling tools.

**HCR Governance** - Co-Own end-to-end Headcount Change Request governance, validating demand signals, capacity impacts, and documentation before leadership approval. Track pipeline status and partner with Finance, HR, and operations to align headcount with budget and business goals.

**Program Launch & Migration Gatekeeping** - Serve as the single-threaded liaison for programs impacting contact volume. Assess workforce impact, enforce intake standards, coordinate staffing readiness, and escalate risks that threaten service levels.

**Business Analytics & Data Insights** - Deliver dashboards, reports, and ad-hoc analytics to GWP-supported teams across IT Services Org. Automate data pipelines using SQL and Amazon Quick, perform root-cause analysis, build forecasting models, and leverage AI tools (Amazon Quick, Kiro) to accelerate insight delivery.

**Business Partnership & Communication** - Translate complex workforce problems into actionable outputs. Tailor communication to audience - executive summaries for leadership, deep-dives for peers. Write clear documentation and present decisions up to Sr. Leaders.

**Process Improvement & Scalability** - Streamline workflows, automate repeatable processes, and build scalable frameworks (dashboards, pipelines) over one-time solutions.

**Strategy & Problem Solving** - Contribute to team strategy using deep operational expertise. Make trade-offs between time, quality, and resources. Distinguish one-way vs. two-way door decisions, mitigate risks, and mentor others.

BASIC QUALIFICATIONS

- 3+ years of tax, finance or a related analytical field experience

- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience

- 3+ years of business or financial analysis experience

- Bachelor's degree or equivalent

- Experience defining requirements and using data and metrics to draw business insights

- Experience with Excel

- Experience with SQL

- Experience making business recommendations and influencing stakeholders

- Experience with data visualization using Tableau, Quicksight, or similar tools

PREFERRED QUALIFICATIONS

- 5+ years of business analyst, data analyst or similar role experience

- Experience in business or financial analysis

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Virtual Location - Texas - 74,300.00 - 130,100.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Retail & Consumer Goods
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ
AMZN
* Ladders Estimates

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