Viasat · 18 hours ago
Business Process Analyst, Ops & Call Center Support
Englewood, CO
Full-time
Hybrid
Mid Level
$62K/yr - $98K/yr
4+ years expViasat is a global communications company on a mission to deliver connections that change the world. They are seeking a Business Process Analyst to optimize internal operations for their call center agents and sales support staff, involving process documentation, testing, and continuous improvement efforts.
InternetOptical CommunicationTelecommunications
Responsibilities
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
Qualification
Required
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
Preferred
Previous experience with ServiceNow, Jira and Monday.com is preferred
Benefits
Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits
Company
Viasat
Viasat is a global communications company that offers satellite services.
5001-10000 employees
H1B Sponsorship
Viasat has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (43)
2024 (36)
2023 (48)
2022 (85)
2021 (51)
2020 (53)
Funding
Current Stage
Public CompanyTotal Funding
$3.16BKey Investors
UK Space AgencyNASA
2025-11-21Grant· $1.15M
2024-09-09Post Ipo Debt· $1.98B
2023-09-13Post Ipo Debt· $733.4M
Leadership Team
Andy Lincoln
Chief Engineer
Don Buchman
President Aviation
Recent News
2026-01-24
2026-01-23
Company data provided by crunchbase