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Business Operations Analyst II

Company: DISH
Location: Englewood
Posted on: November 26, 2022

Job Description:

Department SummaryDISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We also pioneered the first live, internet-delivered TV service - Sling TV - that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television. Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers. We are driven by curiosity, pride, adventure, and a desire to win - it's in our DNA. We're looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story. Opportunity is here. We are DISH. Job Duties and ResponsibilitiesBusiness Operations Analyst: Ticketing Systems The Ticketing Systems (Case Manager App) team manages DISH's internal Ticketing system application by using quantitative and qualitative data to drive optimal user experiences. The team drives app enhancements by working cross-functionally to understand user needs across the business and analyzing delayed-assistance processes along with application performance. The team takes a user-centered approach and designs the app to connect with users at a human level. We support multiple brands across four lines of business. The Ticketing team is part of the App Development & Experience (ADX) Team. ADX plays a critical role in the Customer Experience Operations (CXO) organization. We exist to eliminate the barrier a tool creates between the user and their ability to provide a world-class customer experience. As a Business Operations Analyst on the Ticketing Solutions team, you will support the Customer Experience Operations (CXO) organization in creating the architecture that allows us to serve our customers. You will build processes that ensure tickets submitted by customer service representatives for customers are provisioned, routed, and managed effectively. Responsibilities for the Ticketing Systems Business Operations Analyst role include: Application Management - Managing ticketing application and internal domains, including proper resolution of tickets, provisioning of users, automations/rules for tickets, routing logic, interface enhancements, and optimization of the existing tickets/processesEnd-User Experience - Assist in managing and developing the current case management system and finding innovative solutions to optimize the platform and processesRelationship Focused - Maintaining strong relationships with various departments in the business. Detail Oriented - Responsible for documenting various ticketing flows and processes, database tables, and automation logic for the case management application Skills, Experience and RequirementsCompetencies include:Basic understanding of data and data analytics; database, table and server knowledge (SQL).Some knowledge of coding principles required to support application development such as HTML, JavaScript, Angular & Python.Ability to learn quickly, multi-task, prioritize, work under pressure, and adapt to a rapidly changing environmentAbility to prioritize own work and work on projects independently and within a teamAbility to think creatively and apply logic when working through complex problems Salary RangeCompensation: $57,400.00/Year - $82,000.00/Year BenefitsFrom versatile health perks to new career opportunities, check out our benefits on our careers website. Employment is contingent on Successful completion of a pre-employment screen, which may include a drug test.

Keywords: DISH, Denver , Business Operations Analyst II, Professions , Englewood, Colorado

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