Business Analyst II, IT Services Global Workforce Planning

Amazon is a leading global company, and they are seeking a Business Analyst II to serve as the central liaison for project teams within the IT Service Organization. The role involves optimizing schedules, managing headcount governance, delivering business analytics, and driving strategic decisions to enhance operational performance.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• Streamline workflows, automate repeatable processes, and build scalable frameworks (dashboards, pipelines) over one-time solutions
• 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

Requirements:

• 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
• 5+ years of business analyst, data analyst or similar role experience
• Experience in business or financial analysis