Support Specialist, Health

4 weeks ago

Herndon, United States Amazon Data Services, Inc. Full time
We are searching for a Systems Support Specialist to provide immediate support to our field users by monitoring incoming requests, answering technical support questions, escalating bugs/errors, gathering requirements and identify improvement opportunities related to how the team operates. You'll also be expected to continuously learn new systems, tools, and industry best practices to support our suite of tools. This is your opportunity to be a core part of the team that has direct impact on the day-to-day decisions making AWS a truly safe place to work.

Key job responsibilities
You’re a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, and able to innovate and think big, while diving deep to meet our bar for quality and accuracy. A successful candidate knows and loves working with intake mechanisms, is comfortable working with multiple stakeholders, and passionately partners with the business to identify strategic opportunities and deliver results. You should have an internal drive to answer “why?” questions, strong technical skills, as well as superior written and verbal communication skills. Responsibilities.

- Maintain a library of training resources and ensure they remain accurate as enhancements are introduced
- Own the development of internal Standard Operating Procedures
- Continuously monitor existing intake mechanisms to provide support to customers
- Providing excellent customer service in troubleshooting, escalating, and ultimately resolving customer problems
- Support the evaluation of enhancement requests, collaborating with the team and the requestor to develop solid requirements
- For bugs/errors, replicating the bug, escalating to technical teams and seeing it through to resolution
- Function as a subject matter expert for assigned Health and Safety applications
- Collaborate with internal business intelligence team to communicate requirements for reports to be built - Track KPIs, support strategic initiatives, implement data instrumentation, evaluate opportunities to simplify and innovate internal team processes

A day in the life
For more than 14 years, Amazon Web Services (AWS) has been the world’s most comprehensive and broadly adopted cloud computing platform. What is cloud computing? Cloud computing is the on- demand delivery of IT resources over the Internet. Instead of buying, owning, and maintaining physical data centers and servers, companies can access technology services, such as computing power, storage, and databases, on an as-needed basis from AWS. AWS offers over 175 fully featured services for compute, storage, databases, networking, analytics, machine learning and artificial intelligence, Internet of Things, mobile, security, hybrid, virtual and augmented reality, media, and application development, deployment, and management from 77 Availability Zones across 24 geographic regions. AWS services are trusted by millions of active customers around the world - including the fastest-growing start-ups, largest enterprises, and leading government agencies—to power their infrastructure, make them more agile, and lower costs. To learn more about AWS, visit

The AWS EHS team is an expanding and dynamic team that is critical to enabling AWS’s growth around the world, as well as ensuring compliance of AWS’s global operations, including physical data centers, as well as other AWS facilities, customer-facing enterprises and products. The EHS team has responsibility for architecting and implementing AWS’s global environmental and safety programs. This includes defining and implementing risk management and compliance systems and driving their continuous improvement; setting and refining global policies and procedures; overseeing the development of standards, tools, auditing and metrics, and employee training; ensuring effective engagement by environmental and health & safety teams on global initiatives, including those that are part of Amazon’s ambitious sustainability goals; providing specialist expertise; and engaging with all AWS business units to provide scalable and effective environmental and health & safety compliance strategies that support current and future business objectives while ensuring employee safety and compliance with environmental and health & safety regulations.

We are open to hiring candidates to work out of one of the following locations:

Bellevue, WA, USA | Denver, CO, USA | Herndon, VA, USA | Seattle, WA, USA

BASIC QUALIFICATIONS

- 2+ years of program or project management experience
- Minimum 2 years of global system support, such as help desk/tech support
- Minimum 2 years of customer service experience and demonstrable history of excellent customer support
- 2+ years demonstrable analytical skills in solving technical issues, coordinating with multiple technical/development team and investigating alternatives
- 2+ years of writing technical documentation, such as design documents and standard operating practices
- Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements

PREFERRED QUALIFICATIONS

- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of Health and Safety key performance indicators (TRIR, LTIR, DART, DAFW, etc.)
- Excellent organizational and project management skills
- Strong interpersonal skills: excellent communication skills, strong relationship builder
- Experience in a fast paced, changing/growing organization
- Strong at developing clear, concise documentation
- Able to train others and generous with time to pass on knowledge
- Familiar with coordinating with corporate-based support groups to implement IT changes

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