Business Process Analyst, Ops & Call Center Support

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

We are thrilled to announce an exciting opportunity for a Business Process Analyst, Ops & Call Center Support to join our dynamic team in Denver, CO! This hybrid role offers the unique blend of working collaboratively within our Englewood/Denver office and the flexibility of remote work.

Are you ready to make a real impact? As a Business Process Analyst, you'll be at the forefront of shaping and optimizing internal operations for our call center agents and sales support staff. You'll play a key part throughout the project lifecycle, including documenting existing processes and systems, shaping requirements (process and UI based) and writing user acceptance test cases and testing. In this role, you'll partner with cross-functional teams to hone workflows, elevate agent experience, and unlock new levels of efficiency through continuous improvement.

Every day you will identify problems or inefficiencies through working with partners, digging into data and/or agent tools and then pioneer solutions that are scalable and customer centric. You'll coordinate with stakeholder groups, quality and training teams, and agents to develop better ways of doing business through documentation, research, and testing. The ideal candidate is curious, detail-oriented, and able to lead teams through complex issues and new ideas.

• Create effective process by using critical thinking skills, having in depth conversations with subject matter experts across the business and reviewing call center agents and sales support staff systems and tools and testing.
• Deliver process documentation through Methods and Procedures documents that balance detail and relevance, putting our training team and other stakeholders in the best position to create their own assets (agent trainings, customer facing communications etc.).
• Improve customer and agent experience by creating new processes, scripting and knowledge base articles. Continuously enhance these assets based on feedback and review cycles.
• Use your detective skills to facilitate and manage problem investigation, root cause determination, and corrective action implementation across the business
• Relay pertinent performance metrics, failure information, and feedback from customers to all functional groups to facilitate corrective action and continuous improvement of the product and/or service.
• Create user acceptance test cases for new features and functionality and perform these tests before release to production, ensuring they align with expectations for processes and customer and agent experiences.
• Review, replicate, and escalate system defects identified in various Production environments.
• Write agent-facing knowledge base articles using concise, easy-to-follow language
• Keep yourself and working teams organized through meeting notes/action items, project updates, files and other pertinent items for project management.

• 4+ years' experience in a Business Analyst, Process, Knowledge, Care Support or Call Center role.
• Strong documentation skills utilizing proper grammar, clean formatting and concise word choice, providing examples upon request.
• Seasoned organizer, communicator, and listener.
• Experience leading meetings, guiding the conversation, delegating action items and following up to completion.
• Perform effectively in an environment with frequent workload changes and competing demands.
• Able to work independently with minimal guidance.
• Able to complete projects with a high degree of accuracy and attention to detail, adhering to project timelines.
• Flexibility with working hours to support teams in international time zones.
• Up to 20% travel.

• Previous experience with ServiceNow, Jira and Monday.com is preferred.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.