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Product Support Analyst

Amazon Web Services (AWS)
3-6 years
Not Specified

Job Description

At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining our team.
With headcount now over one million employees, the solutions need to focus on long term timelines while simplifying the customer experience. Success in this role depends on the ability to work in close partnership with internal and external stakeholder groups. Additionally, our department has a rapidly growing global scope, therefore this position will ensure the systems and processes support growth with the proper balance between compliance, innovation, efficiency, and compassion.
As the Product Support Analyst you will provide support for the evolving HR tools and systems. This role includes both project and support responsibilities.
Support responsibilities:
. Respond to system inquiries and troubleshoot reported issues, provide ongoing technical and user support.
. Track system issues and resolution by technical teams.
. Provide process/system support, develop and maintain functional user documentation.
. Build strong relationships through deep problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress.
Project responsibilities:
. Assist with the roll out of new tools and systems to HR teams including execution of testing, and training tasks.
. Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.
. Coordinate the logistics of user acceptance testing schedule testing with end-users, reserve facilities, prepare equipment and materials.
. Create, maintain and execute test cases.
. Bachelor's degree in Computer Science or Engineering or 3+ years of experience in a technical production support role
. Experience using case management systems, reviewing cases for eligibility, determining the appropriate leave that apply to a specific situation, and establishing/executing a case management plan.
. Experience working with remote teams, multiple stakeholders and vendors in technology space.
. Knowledge of HR systems & UAT Experience
. Experience using DALI / CEM for US case management systems or Salesforce platforms.
. Demonstrated follow up skills in a fast-paced environment with strong time management and ownership of deliverables.
. Demonstrated verbal and written communication skills.
. 2+ years of experience in HR and HRIS and working with confidential data.
. 2+ years of case management experience in a leave of absence and/or disability claim management role for a large employer.
. Strong technical aptitude and analytical skills, comfortable working with and analyzing data
. Experience identifying and resolving issues independently, would describe self as a 'troubleshooter'
. Bias for action, solid sense of accountability and sound personal judgment
. Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers
. Consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail
. Knowledge of PeopleSoft or other ERP system experience - HR, digital document management, or timekeeping system, Robotic Process Automation Testing background a plus
. Excellent written and verbal communications skills
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

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