Ticketing Insights Analyst II

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

This role serves as the analytical backbone of the Wireless Ticketing Insights team, converting complex, unstructured ticketing data into prioritized, quantified problem statements that drive strategic business decisions. Operating within a rigorous six-step pipeline-Detect, Size, Diagnose, Route, Validate, and Report-this position diagnoses root causes of operational friction and routes validated insights to cross-functional resolution teams. The primary challenge involves translating fragmented data and operational "noise" into clear, actionable narratives that proactively prevent customer pain and streamline ticket processes. By leveraging cutting-edge AI and machine learning capabilities, the role architects automated, preventative solutions that move the department beyond simple manual reporting.

What Success Looks Like (Objectives)

• Spearhead complex analysis projects to go beyond surface-level trends; identify the upstream product, process, or system issues driving preventable ticket volume and turn "noise" into evidence-backed diagnoses
• Monitor and manage key ticket metrics (e.g., volume, rate, and SLAs); use statistical methods to detect emerging spikes and anomalies early, quantifying their business impact before they escalate
• Move the team away from manual data handling by developing automated workflows and predictive models; identify and build the business case for AI-augmented analytics (like LLM-driven workflows) to improve speed-to-insight
• Act as the analytical liaison to cross-functional teams; route validated insights to the right owners for resolution and-critically-track the results to ensure changes actually improved the customer experience
• Organize and present findings to both technical partners and senior leadership; you will "bring the customer to life" by framing complex data as clear, actionable narratives that drive strategic decision-making
• Act as a data SME for the Wireless Ticketing Insights team; provide thought leadership on customer experience trends and produce quantifiable results tied to ticket reduction, process efficiency, and cost savings

• Strong skills in querying large datasets, investigating raw records, and transforming unstructured or noisy operational data into analysis-ready outputs using advanced SQL.
• Expertise in leveraging modern cloud-based analytics platforms to build automated visualizations, surface insights, and develop compelling data-driven business cases.
• Demonstrated capability in translating complex artificial intelligence and machine learning concepts, including agentic AI and LLM workflows, into actionable intelligence for non-technical leadership.
• Proactive problem-solving abilities and a self-starter mindset to navigate ambiguous scopes, managing both immediate requests and long-term strategic projects.
• Exceptional data storytelling and presentation skills, with the professional capability to drive alignment and collaboration across cross-functional business partners.
• Advanced AI literacy, including practical experience incorporating knowledge-based Retrieval-Augmented Generation (RAG) and prompt engineering into analytical workflows., * Minimum Education: Bachelor's Degree in Computer Science, Data Science, Statistics, Mathematics, Economics, or a related quantitative discipline (or 2+ years of equivalent practical experience)
• Minimum Experience: 2 years of experience in data analytics, business intelligence, or operational reporting
• Required Technical Skills:

• Advanced SQL query development and database management
• Cloud-based analytics platforms and data visualization tool design
• AI-assisted analytics tools or machine learning applications
• Proven capability to translate complex AI/ML concepts into actionable business intelligence for non-technical stakeholders and senior leadership (Director/Head-of level), * Programming experience in Python or an equivalent scripting language to build advanced analytical models is strongly preferred.

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits .

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.