Technical Design Process Analyst

GCI's Analyst, Technical Design Process will participate in the development, organization, and maintenance of the company’s Technical Design Process. Develop sustainable, complex workflows based on system findings and business strategy. Function as both a systems business analyst and a workflow process designer applying proven communication, analytical, and problem-solving skills to help maximize the benefits of our ESM platform investment.  ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Technical Processes:

• ESM Program implementation: configuration, integration testing, requirement gathering, and solution design.
• Translate requirements into platform components, workflow, and configuration.
• Hands-on implementation of workflow and UI designs.
• Configure system automation to facilitate the process lifecycle.
• Build or configure dashboards and reports for data analysis.
• Perform system configuration validation and testing.
• Design and support process and system integrations and automation between ESM platform and dependent systems/applications, fully utilizing the platform's workflow capabilities.
• Build or configure dashboards and reports for data analysis.
• Assist with integration and configuration between platform and 3rd party tool and systems.
• Provide two-way communication and education between all IT areas and business areas to ensure requirements are understood and customers understand how IT's Program can best support them.
• Develop a strong working relationship with business customers. 
• Assist with system training and documentation.
• Prepare, communicate, and educate business unit clients and IT team(s) on changes in policies and practices within the business units.
• Collaborate with multiple organizations within the enterprise, end users, vendors, and IT team members to assist in the discovery and implementation of solutions to optimize performance.
• Conduct regular, periodic meetings with business unit, technical team, and IT management on active and upcoming projects.
• Conduct monthly meetings with key business unit and professional contacts.
• Contribute annual strategic plans, objectives, and budgets for IT-related initiatives for an assigned business unit.
• Provide exceptional customer, end-user, and stakeholder support.
• Troubleshoot and debug solutions to resolve incidents and ongoing problems.
• Monitor systems performance and identify areas of improvement.
• Upgrade, reconfigure, and improve solutions, as needed, to achieve high usability, reliability, availability, accuracy, and performance, and either reduce or eliminate technical debt.

Process and workflow design:

• Assist with defining and documenting system specifications, requirements, and deliverables as part of the implementation project or as part of the lean/SAFe (agile) methodology.
• Research, document, evaluate technical or business processes and identify inefficient areas.
• Re-engineer business processes and workflows to support strategic business objectives.

Solution design:

• Develop, communicate, and facilitate the development of solution specifications for business problems, according to standard methodologies such as SDLC.
• Partner on product enhancements and system upgrades to assure process and workflow optimization.
• Collaborate with key stakeholders to identify and refine customer requirements to build new, or improve existing, ESM platform workflows.
• Lead workflow design meetings translating business needs into efficient workflows and user interfaces.
• Communicate business and technical solution requirements to vendors and assess the applicability of the vendor solution to the defined technical or business requirements.
• Create service specifications that drive system configuration and implementation.
• Define business requirements, identify trends and gaps with existing systems, and monitor/promote current projects to ensure successful completion on time and within budget.
  • Takes the initiative and seeks out opportunities. 
  • Assesses and accepts risks and learns from mistakes. 
  • Ability to work independently and in a team setting within a project environment.
  • Ability to build and maintain effective working relationships with leadership, peers, customers, and vendors.
  • Ability to develop and cultivate inter-departmental relationships.
  • Ability to resolve challenging relationships directly.
  • Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.
  • Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.
  • Ability to create clear and easily understood written documentation for a variety of audiences, including business analysts and end users.
  • Demonstrated experience using a blend of written communication techniques, including business process and workflow diagrams.
  • Demonstrated ability to set priorities, meet deadlines, and multi-task in a dynamic, rapidly changing environment.
  • Experience with enterprise service management concepts or systems of IT support services.
  • Understanding of a variety of technical applications. 
  • Demonstrated knowledge of design considerations including performance and reliability.
  • Ability to use business knowledge, technical knowledge, sound judgment, and resourcefulness to adapt existing policies and practices to specific situations and select among various courses of action. 
  • Strong analytical and management skills.
  • Understanding of project management and development methodologies.
  • Understanding of Telecom and OSS concepts including order management, provisioning, service assurance, trouble management, billing, and invoicing.
  • Understanding of database concepts.
  • Understanding of Enterprise Business Intelligence reporting.
  • Understanding of software/system configuration and performance testing.
  • Working knowledge of ITIL framework.
  • Understanding of service management operations and how it interfaces with other ITIL processes.
  • Knowledgeable of multiple software service management systems ITSM or ESM. background preferred.
  • Experience with Tableau or Power BI.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Takes the initiative and seeks out opportunities. 
  • Assesses and accepts risks and learns from mistakes. 
  • Ability to work independently and in a team setting within a project environment.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Ability to build and maintain effective working relationships with leadership, peers, customers, and vendors.
  • Ability to develop and cultivate inter-departmental relationships.
  • Ability to resolve challenging relationships directly.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.
  • Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.
  • Ability to create clear and easily understood written documentation for a variety of audiences, including business analysts and end users.
  • Demonstrated experience using a blend of written communication techniques, including business process and workflow diagrams.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
  • Demonstrated ability to set priorities, meet deadlines, and multi-task in a dynamic, rapidly changing environment.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Experience with enterprise service management concepts or systems of IT support services.
  • Understanding of a variety of technical applications. 
  • Demonstrated knowledge of design considerations including performance and reliability.
  • Ability to use business knowledge, technical knowledge, sound judgment, and resourcefulness to adapt existing policies and practices to specific situations and select among various courses of action. 
  • Strong analytical and management skills.
  • Understanding of project management and development methodologies.
  • Understanding of Telecom and OSS concepts including order management, provisioning, service assurance, trouble management, billing, and invoicing.
  • Understanding of database concepts.
  • Understanding of Enterprise Business Intelligence reporting.
  • Understanding of software/system configuration and performance testing.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
  • Working knowledge of ITIL framework.
  • Understanding of service management operations and how it interfaces with other ITIL processes.
  • Knowledgeable of multiple software service management systems ITSM or ESM. background preferred.
  • Experience with Tableau or Power BI.

Additional Job Requirements:

This is an intermediate level position working under general supervision. Receives work assignments of a higher level but also receives general guidance, periodic review, and direction from senior analysts and management. Participates in projects and can be counted on to complete assigned tasks on time and within budget. Participates in and assists with functions as needed for company initiatives requiring interdisciplinary leadership. Provides basic mentorship and leadership to junior staff in areas of expertise. 

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in IT, Computer Science, or relevant field.
• Minimum of four (4) years of experience in an IT Service Operations environment, software/technical development environment, or similar technical role. *

Preferred: 

• Telecommunications experience.  
• Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:  

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.   
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.  DISCLAIMER:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.