Change Management Analyst I

Description
GCIs Change Management Analyst I will be 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.

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.
  • Change Management process ex. ITIL CoBIT CMM COSO CMII
  • Change Management principles methodologies and tools
  • 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:An entrylevel position responsible for assisting with the oversight and management of the controls and lifecycle of all changes within GCI in strict adherence to the organizations Change Management policies and ITIL best practices. Working under close supervision this role ensures that change requests are properly reviewed validated and approved aligning with established change management processes while minimizing potential disruptions to GCIs services. The Change Management Analyst I will also support the continuous maintenance and improvement of change management processes with a focus on ensuring changes are implemented efficiently and effectively driving beneficial outcomes while maintaining service continuity.

Additional Competencies:

• Change Management Support:Assist in overseeing the full lifecycle of changes ensuring compliance with GCIs Change Management policies and ITIL guidelines. Contribute to the effective handling and execution of changes while minimizing service disruption.
• Change Request Review:Support the review and validation of all incoming change requests to ensure they meet the required standards including necessary documentation risk assessments impact analyses backout plans and communication strategies. Ensure that all required information is collected and complete for approval.
• Process Adherence:Ensure adherence to the defined change management processes and policies following established protocols for evaluating documenting and implementing changes. Ensure consistency and thoroughness in every phase of the change lifecycle.
• Collaboration on Change Requests:Assist in addressing deficiencies in change requests by working with relevant teams to ensure that all policy requirements are met. Provide guidance on process improvements where necessary to align with Change Management standards.
• Facilitate Change Advisory Board (CAB) Meetings:Support the coordination of CAB meetings including preparing agendas summarizing discussions tracking action items and ensuring followup actions are completed as needed. Participate in CAB meetings and assist with documenting decisions and outcomes.
• Emergency/Expedited Change Support:Assist with the facilitation of emergency and expedited change requests ensuring that these are processed swiftly and in accordance with established procedures and policies.
• Change Calendar Management:Help maintain and communicate change calendars ensuring that all relevant stakeholders are informed of scheduled changes upcoming moratoriums and highawareness periods. Ensure that changes are communicated in a timely manner to minimize disruption.
• Authorization of Minor Changes:In collaboration with more senior team members authorize minor changes and coordinate with the CAB for more complex or higherrisk changes ensuring alignment with the overall change management process.
• Standard Change Template Review:Support the review and management of standard change templates ensuring they are in line with the documented processes and used consistently across requests.
• PostChange Reviews & Reporting:Assist in conducting postchange reviews evaluating the success and impact of implemented changes. Help identify opportunities for improvement and contribute to continuous process enhancement.
• Process Improvement & Documentation:Help document lessons learned and contribute to the evolution of change management processes with the goal of improving efficiency consistency and the quality of change execution.

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 one (1) year 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.