Change Management Analyst II

Description
GCIs Change Management Analyst II is responsible for overseeing the controls and lifecycle of all changes in accordance with GCIs Change Management policies and ITIL best practices. Ensures that change requests are thoroughly reviewed validated and approved to align with change management processes while minimizing disruptions to GCIs services. Maintain and continuously improve change management processes ensuring that changes are implemented efficiently and effectively with a focus on achieving beneficial outcomes with minimal service interruption.ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Change Process Adherence & Management: Responsible for managing the complete lifecycle of changes ensuring strict adherence to defined change management processes and policies in alignment with GCIs guidelines.
• Review of Change Requests: Review all change requests to ensure they meet the required standards including documentation risk evaluation impact analysis backout plans communication strategies and more.
• Collaboration on Change Request Deficiencies: Collaborate with internal teams to identify and resolve deficiencies in Change Requests (CRs) ensuring all requests meet policy and process standards.

• Facilitate Change Advisory Board (CAB) Meetings: Lead and facilitate CAB meetings developing agendas summarizing outcomes and following up on action items to ensure proper documentation and timely resolution of issues.
• Emergency and Expedited Change Approvals: Manage and facilitate the approval process for Emergency/Expedited changes ensuring these requests are handled swiftly while adhering to documented policies.

• Change Calendar Management: Communicate and manage the change calendar(s) ensuring stakeholders are informed of upcoming changes and important events.
• Authorization of Minor Changes: Authorize minor change requests and coordinate with the CAB for higherrisk changes ensuring all are handled in accordance with the change management policies.
• Standard Change Template Review: Review and manage Standard Change Templates as part of the defined change processes ensuring consistency and compliance across requests.

• Collaboration with Other CAB Teams: Attend CAB meetings facilitated by other teams within GCI and external vendors as necessary to ensure alignment and consistent change management practices across the organization.
• Communication of Scheduled Changes: Coordinate announcements for upcoming scheduled changes moratoriums high awareness periods and updates to the Change Management process ensuring all stakeholders are well informed.
• PostChange Reviews: Conduct periodic postchange reviews to assess the success and adherence to processes and quality standards. Provide recommendations for improvements based on the results.
• Review of Unsuccessful Changes: Analyze unsuccessful changes identifying areas for process improvement and ensuring that lessons learned are integrated into future change management practices.
  • Positive selfstarter with ability to take initiative on identified needs and work independently with minimal direction and supervision.
  • Ability to develop and maintain productive relationships with peers and managers across the enterprise.
  • Ability to interact with GCIs personnel at all levels and across all business units and organizations and to comprehend business imperatives.
  • Excellent verbal written communication and interpersonal skills required. Ability to work collaboratively with multiple departments and produce results. Strong writing and presentation skills include writing in a clear concise manner that is easily understood by a variety of audiences.
  • Demonstrate ability to discuss complex technical details with extended support staff and translate into nontechnical communication.
  • At all times is a model example of GCIs values principles ethics and code of conduct is a model example of integrity and trustworthiness and honors the confidentiality of information entrusted to them.
  • A strong customer/client focus with the ability to manage expectations appropriately to provide a superior customer/client experience and build longterm relationships.
  • Ability to work independently while handling multiple projects with changing priorities and deadlines.
  • Strong organizational and time management skills including the ability to plan prioritize and complete projects within deadlines.
  • Demonstrate ability to analyze complex challenging problems and situations leading to optimal solutions.
  • Ability to resolve complex issues in creative and effective ways. Ability to maintain consistent methodologies maintain accuracy identify discrepancies and move easily between detail and conceptual levels.
  • Change Management process ex. ITIL CoBIT CMM COSO CMII
  • Change Management principles methodologies and tools

COMPETENCIES:

ACCOUNTABILITY Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.

• BASIC PRINCIPLES Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs 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.
• COMMUNICATION Conveys thoughts and expresses ideas appropriately and professionally.
• COMPLIANCE Follows internal controls; protects confidential information; abides by GCIs 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.
• RESULTS Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.
• SAFETY & SECURITY Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY 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.
• A multitier Telecommunications and IT production environment
• Service Management tools (Cherwell ServiceNow Solution Manager etc.)
• Configuration Items and Configuration Management Data Base
• System Development Lifecycle (SDLC) and Agile methodology
• Vendor and SLA management
• MS Project Visio PowerPoint and Office suite

Additional Job Requirements:

A midlevel role that operates under moderate supervision and plays a critical role in overseeing the controls and lifecycle of all changes in alignment with GCIs Change Management policies and ITIL best practices. This position is responsible for ensuring that all change requests are thoroughly reviewed validated and approved in accordance with change management processes with a focus on minimizing disruptions to GCIs services. The Change Management Analyst II will also maintain refine and enhance change management processes working to ensure that changes are implemented efficiently and effectively while achieving optimal outcomes with minimal service interruptions.

Additional Competencies:

• Change Process Oversight & Management:Oversee the full lifecycle of changes ensuring that all changes are processed in strict compliance with GCIs Change Management policies ITIL best practices and internal guidelines. Provide guidance on change management procedures to ensure effective execution while minimizing service disruption.
• Change Request Review & Validation:Conduct thorough reviews and validations of incoming change requests ensuring all required documentation (including risk assessments impact analysis backout plans and communication strategies) are complete and meet the necessary quality standards for approval. Ensure changes are fully aligned with established processes.
• Collaboration & Issue Resolution:Work closely with crossfunctional teams to resolve deficiencies in change requests. Assist in the refinement of requests to ensure compliance with all policy standards ensuring that all changerelated issues are addressed promptly and thoroughly.
• Change Advisory Board (CAB) Leadership and Support:Lead or support the coordination of CAB meetings including preparing agendas facilitating discussions tracking action items and ensuring timely followup. Ensure that decisions made during CAB meetings are documented and communicated effectively to all relevant stakeholders.
• Emergency/Expedited Change Management:Facilitate the approval and processing of emergency or expedited changes ensuring these highpriority requests are handled swiftly and appropriately with all necessary documentation and risk evaluations completed in compliance with the Change Management process.
• Change Calendar & Communication Management:Maintain and update change calendars ensuring all stakeholders are informed of upcoming scheduled changes planned moratoriums and highawareness periods. Coordinate with various teams to ensure clear and timely communication of changes to minimize operational disruption.
• Authorization of Minor & Complex Changes:Approve minor change requests and collaborate with the CAB to handle more complex or higherrisk changes. Ensure that all changes regardless of scale are in full alignment with GCIs change management policies and procedures.
• Template & Process Review:Regularly review and update Standard Change Templates and other changerelated documentation to ensure they remain aligned with evolving best practices and organizational requirements. Propose improvements to streamline and optimize change management processes.
• PostChange Reviews & Continuous Improvement:Lead or participate in postchange reviews to assess the success of changes and ensure that they meet established quality standards. Utilize feedback to identify areas for process improvement and implement changes that enhance overall effectiveness and efficiency.
• Training & Mentorship:Mentor and provide guidance to junior team members assisting them in understanding and adhering to change management processes. Share knowledge and best practices to foster a culture of continuous improvement and support the professional development of the team.
• Reporting & Metrics:Track and report on key performance indicators (KPIs) related to the change management process. Ensure metrics are analyzed and utilized to identify trends areas for improvement and potential risks to the success of future change implementations.

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 yearforyear basis

• High School diploma or equivalent.
• Bachelors degree in Computer Science Telecommunications Data Analytics Business Management or related field. *
• Minimum of three (3) years experience inChange Management with an emphasis on ITIL processes Change Advisory Boards (CAB) ITSM tools and/or other relevant professional experiences. *

Preferred:

• Industry specific certification(s) for this position are highly valued and can contribute toward education. Certification(s) preferred: ITIL Foundations.
• Telecommunicationsexperience.
• Other 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 to work flexible hours and some weekend work may be required.
• 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.
• Ability to travel as needed.

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.