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, and a flexible time away plan. Review a benefits summary here: EchoStar Benefits
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.
This job posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled.
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 echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. If you have questions regarding your application or the recruitment process please email [email protected].
Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)
Skills Required
- Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field, or equivalent operational experience
- At least 5 years of experience as a Senior Business Analyst, Service Delivery Analyst, or Infrastructure Program Manager in an enterprise IT infrastructure environment
- At least 5 years of experience with enterprise infrastructure environments, including Linux, Windows, backup/storage, virtualization, F5, firewalls, Zscaler, or cloud networking
- At least 5 years of experience designing IT Service Management workflows and standardizing service catalogs
- At least 5 years of experience tracking operational KPIs, interpreting data, and reporting fulfillment velocity
- Experience designing, mapping, and standardizing ITSM intake workflows and service catalogs
- Strong communication skills translating complex technical concepts for non-technical business partners
- Advanced analytical capability using operational data to identify process waste and measure fulfillment velocity
- AI application fluency for workflow metrics, self-service documentation, and intake classification
- Stakeholder-management and diplomatic skills for aligning processes across engineering disciplines
- Willingness to participate in at least one in-person interview
What the Team is Saying
EchoStar Compensation & Benefits Highlights
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Retirement Support — Retirement options include a 401(k) with company matching and discretionary profit sharing, which can add long‑term value depending on plan rules and vesting. Together they form a central pillar of the financial benefits.
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Equity Value & Accessibility — An employee stock purchase plan provides discounted access to company stock, expanding ownership opportunities. This feature complements retirement savings and can enhance total rewards depending on plan terms and performance.
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Wellbeing & Lifestyle Benefits — Support includes five free mental‑health counseling sessions per year and notable discounts on DISH TV, Sling TV, and Boost Mobile. These perks deliver everyday savings and access to assistance resources beyond core insurance.
EchoStar Insights
What We Do
Tune into the innovation, collaboration and culture that our team members bring to the office every day. We want you to be a part of our journey to build the next generation of technology that transforms the way the world communicates. Our team members are the key to our history of groundbreaking innovation and our continued progress. If you bring an inquisitive curiosity, a sense of pride in your work, an openness to adventure and a drive to win, we’ll provide the structure to take the next step in your career. This is more than just another job, this is your launchpad to achieve your potential and a community dedicated to your growth.
Why Work With Us
At EchoStar, we work to create opportunity and cultivate an environment where people thrive. Between our brands, our partners, our teams and our customers, the opportunities are endless. Get started on your next career adventure with EchoStar!
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EchoStar Offices
OnSite Workspace
All team members are in person at one of our locations across the globe. We proudly call Colorado home with several corporate offices in the Denver-Metro area and 4,000+ team members in the Denver-Metro area.
