Amazon Benefits Platform Specialist
3 weeks ago
We are seeking a skilled System Analyst to manage the day-to-day activities for Amazon's third-party online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons). As a key member of the Benefits Operations Services organization, you will play a crucial role in providing professional services to administer global benefit programs for Amazonians.
The ideal candidate is someone who is smart, driven, and a problem solver with a passion for systems and a drive to ensure critical systems work seamlessly for employees.
About the Role- Become a subject matter expert on the Amazon internal online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons)
- Monitor tech-related issues and respond within agreed SLAs through various channels, including ticket management systems, emails, phone, and chat
- Provide required support to partner teams to dive deep into mitigation strategies before triaging with 3p vendors
- Collaborate with Benefit specialists, Benefit managers, Payroll, and other partner teams to effectively triage, prioritize, and support resolution
- Support and/or train MYHR support teams on identified workarounds, operating procedures, and best practices
- Efficiently document and track reported tech issues, including mitigation strategies and proactive data quality checks
- Assist in creating and maintaining product support resources, such as knowledge-base articles, SOPs, and FAQs
- Contribute to the continuous improvement of product support processes and systems
- Participate in user acceptance testing for new country deployments
- Validate production changes prior to deployment to ensure they meet the objective of the requested change
The Benefits Product Support team works diligently to ensure the Benefits platform is operational, effective, and efficient. The team's objective is to provide a great experience for Amazonians to avail Benefits using the platform. Team members work 24/5 to help employees with any issues or requests.
Day-to-Day ActivitiesA typical day in this role involves:
- Demonstrating bias for action by timely completing assigned benefits processes with 100% accuracy
- Demonstrating customer obsession by addressing employee queries received via email or tickets with SLA and providing accurate resolutions to employee issues
- Demonstrating ownership by highlighting potential risk issues and challenges that may cause impact to our employees
- Demonstrating ownership by reviewing process documentation and making updates on a regular basis
- Providing required support to SME/Team lead for dive-deep into data and benefits stats reporting
- Liaising with internal support teams like Payroll, Employee Resource Center, Exits, Onboarding, etc., and external stakeholders (Insurance vendors) for resolving employee queries and completing administrative processes
To be successful in this role, you will need:
- Bachelor's degree or equivalent
- 3+ years of human resources experience
- 2+ years of Microsoft Office products and applications experience
- Relevant work experience in a similar role
- Ability to handle multiple competing priorities in a fast-paced environment
- Self-directed and capable of working effectively in a dynamic environment
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