Senior Technical Design Process Analyst

• 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 a senior level position working under minimal supervision. Works with minimal to no instruction on new and routine work assignments. Participates in larger, more complex projects and can be counted on to complete assigned tasks on time and within budget. Participates in and assists with higher level functions as needed for company initiatives requiring interdisciplinary leadership. Anticipates and prevents problems and roadblocks before they occur. Provides 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 six (6) 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.

• 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.