Process Improvement Specialist

Amazon.Com, Inc. Goodyear , AZ 85338

Posted 2 months ago

The Global Security Operations Center (GSOC) supports Amazon Worldwide Operations by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management. The GSOC Systems Team is a function within the GSOC that manages a suite of tools that support analysts during crisis management. Amazon is looking for a Process Improvement Specialist to identify, analyze and improve upon existing business processes within the GSOC for optimization and to meet the highest standards of quality to the incident response framework. The specialist will participate in continuous improvement projects; document key decisions and collaborate with team members to develop project collateral and work cross-functionally with multiple business partners. They will support internal GSOC customers as a resource with program knowledge and support development of the actions needed to resolve identified process issues and mitigate risks.

Key Job Responsibility:

  • Understand the complexity of business and operational processes and workflows

  • Experience in producing data using common database query techniques

  • Strong analytical skills to interpret large volumes of data and identify trends

  • Highly advanced Excel skills to produce data visualizations

  • Having experience in diving deep into operational processes to identify and improve the efficiency of underperforming parts, act as a troubleshooter

  • Incorporate improvements to established procedures/processes related to critical incident escalations

  • Gather requirements and feedback from stakeholders to develop clear, and detailed specifications to drive delivery of measurable improvement goals

  • Ownership and end to end delivery on their part of projects

  • Self-starter comfortable working with autonomy, and can successfully prioritize and manage multiple assignments

  • Customer Focus- Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome

  • 1+ years of Experience in an IT/Operations/Call/Command Center work environment

  • Proficient in MS Office Suite (Outlook, Word, Excel, PowerPoint, Visio, SharePoint, etc.)

  • Familiarity with databases for querying and analyzing data

  • Bachelor's degree in Criminal Justice, Political Science, Crisis Management or Business Administration

  • Lean Six Sigma and/or Green/Black Belt Certified

  • Experience with programming languages

  • Experience in communicating with the business leaders

  • Strong written and verbal communication skills

  • Exemplary performance record, particularly with regard to quality & productivity

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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Process Improvement Specialist

Amazon.Com, Inc.