Product Support Specialist, Benefits Experience & Technology (BXT)
Amazon
DESCRIPTION
We are seeking a skilled resources within our benefit change management function. The ideal candidate will be supporting the system design and implementation of 3P supported change management initiatives related to Amazon's benefit program goals and objectives for Non-US countries. Thereby ensuring seamless transition for our critical stakeholders and customers (Employees). The candidate should be adept in developing and implementing change management strategies that improve operational efficiencies and employee experience.
Key job responsibilities
Monitoring and Investigation of Tech Issues:
• Deliver mitigation by monitoring tech related issues related to employee benefit enrollment, eligibility changes, reports and pay deductions
• Investigate, triage, conduct root cause and mitigate issues within the framework of service level agreement.
• Continue to track open issues with tech teams till resolution through code fix and support UAT
Proactive mitigation: Monitor issue tracking dashboards on a regular cadence and proactively execute mitigation strategies to avoid future escalations from employees.
• Monitor issue tracking dashboards for any new root-cause investigations, blast radius and writing SOPs on mitigation strategies
• Collaborate with operations, SMEsand other stakeholders in prioritizing, identifying root cause and implement mitigation strategies to avoid any further escalations.
UAT, Training, support and documentation:
• Provide UAT support which includes writing test scripts, participate in UAT and update results, feedback
• Train Tier 2 and 1 teams on known issues, identified workarounds , operating procedures and best practices.
• Efficiently document and track reported tech issues which includes mitigation strategies, proactive data quality checks.
• Assist in the creation and maintenance of product support resources such as knowledge-base articles, SOPs and FAQs
• Contribute to the continuous improvement of product support processes and systems
A day in the life
Monitoring and Issue Investigation
Monitoring Dashboards: The team begins by reviewing issue tracking dashboards to identify any new or ongoing technical issues related to:Employee benefit enrollment,Eligibility changes.
Reports and pay deductions.
They proactively monitor for anomalies, trends, or potential escalations and prioritize issues based on severity and impact.
Investigate and Triage Issues
For any identified issues, the team:
Conducts root cause analysis to understand the problem.
Triages the issue to determine its scope and impact (blast radius).
Immediate mitigation strategies are implemented to minimize disruptions while ensuring compliance with the service level agreement (SLA).
Collaborate with Tech Teams for Resolution
Open issues are tracked and escalated to the appropriate tech teams for resolution.
Writing Standard Operating Procedures (SOPs) for mitigation strategies.
Collaboration with Stakeholders
The team collaborates with operations, SMEs, and other stakeholders to:
Prioritize issues based on business impact.
Identify root causes and align on mitigation strategies to avoid further escalations.
UAT, Training, and Documentation
User Acceptance Testing (UAT)
The team provides UAT support by:
Participating in UAT to validate that fixes meet requirements.
Documenting results and providing feedback to tech teams.
Training Tier 1 and Tier 2 Teams
The team conducts training sessions for Tier 1 and Tier 2 support teams on:
Known issues and their workarounds.
Updated operating procedures and best practices.
This ensures that frontline support teams are equipped to handle common issues effectively.
Documentation and Knowledge Sharing