Business Analyst, NCC, Network Control Center
AI in this role
Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.
We are seeking a Business Analyst to join the Network Control Center (NCC), Amazon's central incident management function for Customer Service. The NCC detects, manages, and resolves high-severity incidents impacting customers, associates, drivers, and brands in real time — coordinating response across dozens of teams to minimize customer impact and restore service. When systems fail at scale, contact volumes spike unexpectedly, or a service disruption threatens millions of customer interactions, the NCC takes command. You will be responsible to be the single source of truth in terms of data and analysis during and after incidents, and ensure metrics at leadership level is reported accurately.
Key job responsibilities
- Real-Time Incident Analytics — Serve as the single source of truth for data and analysis during high-severity incidents, providing actionable insights to guide response decisions and minimize customer impact.
- Post-Incident Reporting & Metrics — Deliver accurate, leadership-level metrics and post-incident analysis, ensuring root causes, impact scope, and resolution timelines are clearly documented.
- Cross-Functional Data Coordination — Partner with dozens of response teams during incidents to aggregate, validate, and synthesize data from multiple systems, enabling a unified operational picture.
- Trend Identification & Proactive Insights — Analyze incident patterns, contact volume spikes, and service disruption data to identify recurring issues and recommend preventive measures that reduce future customer impact.
Basic qualifications
- 2+ years of complex Excel VBA macros writing experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
Preferred qualifications
- Experience working with Tableau
- Experience using very large datasets
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
How we score this
Business Analyst, NCC, Network Control Center at Amazon scores 31 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.
Classification
AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.
- AI Level 480 to 100
- AI Level 360 to 79
- AI Level 240 to 59
- AI Level 10 to 39
Bands come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
Get new AI jobs by email
One email a week with the new AI jobs, each rated AI Level 1 to 4 for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free. One email a week. Unsubscribe in one click.
Similar roles
Other roles rated AI Level 1 at other companies.
$104k-$170k Palo Alto, CA; Asia; Australia; Canada; Europe; Remote International; Remote US; USRemote2h ago
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step