As Senior Analyst, the analyst should troubleshoot customer issues related to AWS Billing and Cost management services and tools that might lead to widespread customer impact or financial risk. It requires to support three main work streams: KTLO, improving product/customer experience, and automation/process optimization.
The KTLO work stream comprises serving as subject matter expertise by conducting in-depth root cause analysis and troubleshooting for AWS Insights and Optimization (AIO) (Cost Explorer, Cost and Usage Report, Budgets, Cost Anomaly Detection, etc.) and Billing Procurement Experience (BPE) (Cost Allocation Tags, Cost Categories, Billing Conductor, etc.) products related customer issues. This includes triaging and resolving customer issues, driving customer escalations to resolution by helping the customers transition to automation, leading escalation and event management (E2M), Large-scale events, onboard ticketing queues and leverage backend processes for effective resolutions on data/functional issues and save engineering teams time to focus on building/maintaining the tools.
In addition, help the product/service teams by providing feature proposals (2 Pagers/1 Pagers) and recommendations for improving the product experience and capability based on customer tickets and multiple feedback streams and contribute to product roadmaps by creating Product Feature Requests (PFRs) or by adding Customer Influences (CIs) to existing PFRs. More specifically, collaborate with Product Managers on defining use cases, engaging stakeholders for approvals, writing Business Requirement Documents (BRD), Press Release/Frequently Asked Questions (PRFAQ). Analyst should Influence technical roadmaps (OP1s) by providing data driven metrics (tickets, PFRs with CIs), highlight the customer issue based on the product experience or functional capability. It also requires them to connect with PM/SDM on a monthly/quarterly cadence focused to discuss the historic trends on customer issues and product experiences, brainstorm and align on improvements. They should have the expertise to test and train/educate customer service teams to support for AIO and BPE product feature launches.


Key job responsibilities
Responsibilities:
• Partner with cross-functional teams in identifying business needs, develop innovative solutions, and drive strategic initiatives that have a broader impact across the organization.
• Ensure alignment and drive enterprise-wide initiatives that align with organizational goals and strategies.
• Serve as a strategic partner and trusted advisor to executive leadership, influencing decision-making at the highest levels of the organization.
• Possess exceptional communication and presentation skills to effectively convey complex information and influence stakeholders across AWS.
• Lead cross-functional program management, perform advanced analysis and solve complex issues to influence decision-making at the executive level.
• Require expertise to understand end-to-end knowledge of products, systems and processes.
• Ability to propose/implement long-term scalable solutions and in the interim deliver short-term solutions.
• Provide requirements to product and engineering teams based on customer friction points to improve the product/customer experience.
• Analyze the risks or impact and identify the changes that may be introduced by the launch/change, proactively seek feedback from customers in evaluating the desired customer experience and test the new features to ensure customer success.
• Ability to work with limited guidance and mentor individual contributors within the larger organization.
• Be a strong communicator with an ability to deliver effective narratives.