Job Description :
Job summary
Do you get excited working on new challenges everyday Do you like to problem solve, drive solutions and influence what features should be launched for customers AWS Business Operations team is looking for a talented Business Analyst who can troubleshoot, problem-solve, arrive at solutions for Billing and Financial escalations for Global AWS customers. We work with cross-functional teams across the company such as Accounts Receivable, Accounting, Operations, Customer Service, Development teams on a daily basis. On this team, you are empowered to drive the solution that is right for the customer with the development team and influence customer-facing features that are created in the larger commerce platform organization. You are expected to assist our team to understand our business metrics using your analytical and troubleshooting skills and implement process improvement initiatives to reduce operational burden within the team.
This position has several key responsibilities including working with internal stakeholders to investigate and prevent customer dissatisfaction. You are responsible for converting data into actionable business insights. You will be an analysis expert who leverages a variety of data platforms and analytical tools to provide timely, meaningful, and consumable information. You build deep contextual and domain knowledge. You ensure data quality and build scalable tools. You communicate findings with the most effective and influential methods. This position also includes troubleshooting and resolving customer and CS queries, working with internal stakeholders, and use of data warehouse tools. Other projects may include creating or updating existing SOPs and reporting on key metrics.
We are part of the larger AWS Commerce Platform organization that is focused on the most interesting and challenging problems lying at the intersection of cloud computing and e-commerce. These include enabling developers and software companies to easily distribute, and make money from, their cloud-based products enabling consumers of cloud-based software to evaluate, buy, and 1-click deploy even the most complicated cloud architectures modeling the new ways that software is sold and consumed in a cloud environment and interpreting and processing the very high volume stream of events (e.g. trillions per day) that underlies enabling e-commerce for the cloud.
Key job responsibilities
. Design, develop and maintain scalable, automated, user-friendly systems, reports, dashboards, etc. that will support our analytical and business needs
. Analyze key metrics to uncover trends and root causes of issues
. Suggest and build new metrics and analysis that enable better perspective on business
. Capture the right metrics to influence stakeholders and measure success
. Develop domain expertise and apply to operational problems to find solution
. Work across teams with different stakeholders to prioritize and deliver data and reporting
. Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation and documentation
A day in the life
We work on resolving customer issues in all aspects of the AWS Commerce Platform. A Business Operations Analyst works on customer escalations and resolves/ escalates issues as needed to ensure good customer experience. The right candidate will have an eye for detail and will spot trends and engage the right teams to resolve emerging customer issues before they turn into major escalations. They will work on various tools and engage with stakeholders within CP to unblock customers and identify root causes for issues. The candidate will identify the right success metrics and build and implement reporting mechanisms for the team.
About the team
Our team is diverse and puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life-both in and outside of work. From long-term Amazonians to folks with experience in a variety of industries, we have a diverse set of team members, each of whom can contribute immensely to your learning journey.
Basic Qualifications :
. 1+ years of experience in financial/business analysis
. Experience with SQL or ETL
. Experience defining requirements and using data and metrics to draw business insights
. Bachelor’s or Master’s degree
. At least 1+ years of professional working experience in related occupations of Systems Analyst, Business Operations Engineer, Business Operations Program Manager, or related.
. At least 1+ years of experience customer service experience
. At least 1+ years of Microsoft experience (Word, Excel, Powerpoint, Excel)
Preferred Qualifications :
. Experience involving distributed system performance analysis and optimization.
. Experience in E-commerce payments processing
. An MS in Computer Science, Computer or Electrical Engineering, or a related field
. Customer Service background
. Great organizational skills and attention to detail able to juggle and prioritize multiple tasks simultaneously
. Strong interpersonal skills and ability to effectively communicate technical information to internal and external customers or vendors
. Proactive and forward-thinking attitude and creative problem-solving ability
. A motivated self-starter who can work independently in a fast paced, ambiguous environment