Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools. In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit SPS Operations. This role requires troubleshooting and problem-solving, attention to detail, and delivering high quality results on time. Key job responsibilities - Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools. - Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner. - Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency. - Ensures the accuracy and timeliness of all data flowing to and from WFM systems. - Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements. - Setup user access to systems and/or services. - Creates and updates profiles, permissions, and maintains user accounts. - Drafts and maintains internal communications policies and procedures. - Participate in cross-functional activities such as requirements gathering, review and user acceptance testing. - Works with internal IT support teams and vendor technical support, as needed. - Provide on-call which will require working on some nights and weekends. - Occasional business travel and travel to other company facilities will be required. A day in the life Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools. Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner. Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency. Ensures the accuracy and timeliness of all data flowing to and from WFM systems. Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements. Setup user access to systems and/or services. Creates and updates profiles, permissions, and maintains user accounts. Drafts and maintains internal communications policies and procedures. Participate in cross-functional activities such as requirements gathering, review and user acceptance testing. Works with internal IT support teams and vendor technical support, as needed. Provide on-call which will require working on some nights and weekends. Occasional business travel and travel to other company facilities will be required. About the team The WISE (Workforce Innovation & Systems Excellence) team serves as subject matter experts in Workforce Planning for Workforce Management (WFM) Operations, delivering end-to-end solutions across specialized areas including 1p/3p WFM tools onboarding and implementation, contracting, budgeting, licensing, capacity planning, configuration, short-term forecasting, real-time management, reporting, routing, seating, and scheduling. Partnering directly with operations (WFM, Ops Leaders), Data Engineering, Centralized Time Keeping (CTK), Business Analysts, Vendor Management, Security, and Global Procurement, the team supports 38,000 employees across 143 sites within the Organization ### Basic qualifications - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - 1+ years experience in a Workforce Management Administrator position, or 2+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management) ### Preferred qualifications - 2+ years experience in a Workforce Management Administrator position, or 3+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management) - 1 + years NICE IEX tool experience - Experience with automatic contact routing, VoIP and any contact center case management tools. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.