DISH

Business Analyst III

US-CO-Englewood | US-NY-Flushing | US-NJ-Roseland | US-VA-Christiansburg | US-WV-Bluefield | US-AZ-Phoenix | US-OK-Tulsa | US-TX-El Paso | US-TX-Harlingen | US-CO-Littleton
Job ID
2017-41864
Category
Information Technology

Summary

DISH 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 are doing it again with 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 to join our team as we embark on the next chapter of our story.

 

Opportunity is here. We are DISH.

Job Duties and Responsibilities

Join our team of highly talented IT professionals responsible for managing the IT Operations of our outsourced call center vendors. We have outsourced call locations across North America and Asia that support our valued DISH customers and this position plays a critical role in ensuring we deliver an outstanding customer experience no matter where their call is taken. The position is focused on supporting the applications used by the call center agents. As such, the core responsibility is to be the subject matter expert regarding Dish call center applications and processes, how they are used in our outsourced call centers, and any technical issues that exist. 

 

Primary responsibilities fall into the following categories:

  • Work effectively across various teams/customers/cultures/skill sets to provide the best agent experience possible in relation to the IT Systems/Applications used.
  • Troubleshoot application issues and provide needed support and coordination with other internal/external IT teams to drive issues to resolution.
  • Assist in defining, improving and documenting processes related to the position.
  • Creation of both written and verbal communication that includes, but not limited to: e-mail, procedural documents, processes, reports and presentations to a variety of audiences.
  • Lead and/or coordinate large group activities (conference calls, testing, etc.) including, but not limited to, user acceptance testing, production verification for software releases, and agent round tables.
  • Identify opportunities for improving existing processes/systems and implement changes.
  • Ability to travel approximately 25% – 35% of time including international locations. Some weekend travel required.
  • Relevant certifications preferred.
  • Assist with system and workflows for new hire agent onboarding.
  • Partner with BA’s at outsourced call centers to ensure completion of activities and tasks.

Skills - Experience and Requirements

A successful Business Analyst III will have the following:

  • Bachelor’s Degree from four-year College or university or equivalent experience.
  • Strong analytical, problem solving, and communication skills.
  • Demonstrated experience and proficiency using standard tools including Word, Excel, and SharePoint. 
  • Experience providing end user support of Order Entry tool applications, including defect reporting and prioritization. 
  • Experience with working with call centers and working in diverse cultures preferred.
  • Experience providing application support in large IT organizations that includes complex analysis and coordination.
  • Experience leading and managing projects.
  • Experience defining and documenting system requirements.

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