Lead Infrastructure Business Analyst

EchoStar•Centennial, CO

About The Position

The Lead Infrastructure Business Analyst centralizes service intake and standardizes workflows across eight core IT infrastructure disciplines. The role addresses manual triage friction, cross-team handoff delays, and communication gaps between technical teams and business units by translating technical dependencies into actionable processes, improving request fulfillment, and providing clear status visibility. The position aims to optimize resource utilization, elevate customer satisfaction, and align infrastructure operations with strategic goals. The role designs and continuously improves service intake paths and request forms, identifies operational bottlenecks, serves as the primary operational liaison for business units, and develops self-service documentation and service catalog resources. It also tracks operational KPIs to support capacity planning and executive reviews, and uses AI tools to improve intake classification, request routing, and fulfillment analysis. The position is part of EchoStar’s Wireless Technology team, which develops a hybrid network model combining a cloud-native 5G core with partner network reach.

Requirements

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 across Linux, Windows, Backup/Storage, Virtual Enterprise, F5, Firewall, Zscaler, or Cloud Networking.
At least 5 years of experience with IT Service Management (ITSM) workflow design and service catalog standardization.
At least 5 years of experience with operational KPI tracking, data interpretation, and fulfillment velocity reporting.
Strong working knowledge of enterprise infrastructure concepts across systems, storage, virtualization, network, and security functions.
Exceptional communication skills and demonstrated ability to translate complex technical concepts for non-technical business partners.
Advanced analytical capability to identify process waste and measure request fulfillment velocity using operational data.
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.
Willingness to participate in at least one in-person interview.
Must successfully complete a pre-employment screen, which may include a drug test and DMV check.

Responsibilities

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