Lead Infrastructure Business Analyst

EchoStar Corporation; Englewood (CO); On-site; USD 110,000 - 157,000; Full time

Benefits offered by this job

flexible spending accounts

HSA

401(k) plan with company match

employee stock purchase plan

career opportunities

flexible time away plan

Job summary

EchoStar Corporation in Englewood, CO is seeking a Senior Business Analyst / Service Delivery Analyst to lead service intake across eight IT disciplines, standardize workflows, and eliminate bottlenecks. The role translates business requirements into actionable technical requests and provides clear status visibility.

You will build self-service docs, track KPIs, and use AI to automate routing and classification.

Qualifications

• Bachelor’s degree or equivalent in IT, business, CS, or related field.
• 5+ years as Senior Business Analyst or related in enterprise IT infrastructure.
• Experience with ITSM workflow design and service catalog standardization.

Responsibilities

• Design and optimize service intake paths and forms across eight infrastructure disciplines.
• Eliminate bottlenecks, triage friction, and cross-team handoff delays across engineering pods.
• Serve as operational liaison translating business requirements into clear technical requests with status visibility.
• Build self-service documentation and service catalog navigation guides for customers.
• Track KPIs like fulfillment velocity, demand trends, and queue health for capacity planning.
• Leverage AI tools to automate intake classification and optimize request routing.

Skills

IT infrastructure

ITSM workflows

Communications

Data analytics

AI in IT

Stakeholder management

Education

Bachelor’s degree in IT/CS/Business

Tools

Windows

Linux

ITSM tooling

F5

Zscaler

Job description

Managing service delivery across diverse enterprise infrastructure environments presents persistent challenges with manual triage friction, cross-team handoff delays, and communication gaps between technical pods and business units. This position centralizes service intake and standardizes workflows across eight core IT disciplines to eliminate operational bottlenecks and improve request fulfillment velocity. By translating complex technical dependencies into actionable processes, the role provides clear status visibility and establishes scalable, user-friendly engagement pathways. Ultimately, these efforts optimize resource utilization, elevate customer satisfaction, and align cross-functional infrastructure operations with overarching strategic goals.

What Success Looks Like (Objectives):

• Design, govern, and continuously optimize user-friendly service intake paths and request forms across all eight infrastructure disciplines
• Identify and eliminate operational bottlenecks, manual triage friction, and cross-team handoff delays across engineering pods
• Serve as primary operational liaison for business units, translating business requirements into clear technical requests and providing status visibility
• Build self-service documentation, service catalog navigation guides, and user resources to streamline customer engagement
• Track and report operational KPIs such as fulfillment velocity, demand trends, and queue health to inform capacity planning and executive reviews
• Leverage AI tools to automate intake classification, optimize request routing, and analyze fulfillment metrics

Core Skills, Competencies, and Key Experiences (What you’ll bring)

• Strong working knowledge of enterprise infrastructure concepts across systems, storage, virtualization, network, and security functions
• Critical experience designing, mapping, and standardizing IT Service Management (ITSM) intake workflows and service catalogs
• Exceptional communication skills with demonstrated ability to translate complex technical concepts for non-technical business partners
• Advanced analytical capability using operational data to identify process waste and measure request fulfillment velocity
• AI Application fluency to evaluate workflow metrics, enhance self-service documentation, and streamline intake classification
• Strong diplomatic and stakeholder-management skills to align processes across manager-led pods and direct-report engineering disciplines

Candidates must be willing to participate in at least one in-person interview.

Visa sponsorship not available for this position.

Minimum Requirements:

• Minimum Education: Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field (or equivalent operational experience)
• Minimum Experience: 5+ years of experience as a Senior Business Analyst, Service Delivery Analyst, or Infrastructure Program Manager in an enterprise IT Infrastructure environment
• Required Technical Skills: Must have at least 5 years of experience with:
  • Enterprise infrastructure environments across Linux, Windows, Backup/Storage, Virtual Enterprise, F5, Firewall, Zscaler, or Cloud Networking
  • IT Service Management (ITSM) workflow design and service catalog standardization
  • Operational KPI tracking, data interpretation, and fulfillment velocity reporting

Salary Range

Compensation: $110,100.00/Year - $157,300.00/Year

About Our Department

Our Wireless Technology team is pioneering the future of connectivity. We're developing and enhancing a unique hybrid network model—combining our advanced, cloud-native 5G core with the nationwide reach of our partners. This approach ensures our network is flexible and powerful, designed to satisfy the social, economic, and transformative needs of the changing world.

About Our Company

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Benefits

We offer meaningful health perks, including:

• flexible spending accounts
• HSA
• a 401(k) plan with company match
• employee stock purchase plan
• career opportunities
• a flexible time away plan

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies. Compensation is based on the role's location and is subject to change.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make

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