[Hiring] Senior Technical Design Process Analyst @GCI Communication Corp

Role Description

GCI's Analyst Sr, 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

• 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.
• Assist with integration and configuration between platform and 3rd party tools and systems.
• Provide two-way communication and education between all IT areas and business areas.
• 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.
• Collaborate with multiple organizations within the enterprise, end users, vendors, and IT team members.
• Conduct regular, periodic meetings with business unit, technical team, and IT management.
• Conduct monthly meetings with key business unit and professional contacts.
• Contribute annual strategic plans, objectives, and budgets for IT-related initiatives.
• 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.

Qualifications

• 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 accurately communicate information virtually, over the phone, and in-person.
• Ability to create clear and easily understood written documentation.
• Demonstrated experience using a blend of written communication techniques.
• Demonstrated ability to set priorities, meet deadlines, and multi-task.
• Experience with enterprise service management concepts or systems of IT support services.
• Understanding of a variety of technical applications.
• Strong analytical and management skills.
• Understanding of project management and development methodologies.
• Understanding of Telecom and OSS concepts.
• Understanding of database concepts.
• Working knowledge of ITIL framework.
• Experience with Tableau or Power BI.

Requirements

• 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.

Benefits

• This is a senior level position working under minimal supervision.
• Participates in larger, more complex projects and can be counted on to complete assigned tasks on time and within budget.
• Provides mentorship and leadership to junior staff in areas of expertise.

Physical Requirements and Working Conditions

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned and operate standard office equipment.
• Available to work additional time on weekends, holidays, and outside of 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.