GCI's Change Management Analyst II is responsible for overseeing the controls and lifecycle of all changes in accordance with GCI’s 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 GCI's 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 GCI’s guidelines.

 

Review of Change Requests: Review all change requests to ensure they meet the required standards, including documentation, risk evaluation, impact analysis, back-out 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 higher-risk 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.

 

Post-Change Reviews: Conduct periodic post-change 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 self-starter 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 GCI's 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 non-technical communication. At all times is a model example of GCI’s 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 long-term 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 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. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. 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. 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 multi-tier, 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

 

Change Management Analyst II

Grade: E04

 

Additional Job Requirements:

A mid-level role that operates under moderate supervision and plays a critical role in overseeing the controls and lifecycle of all changes in alignment with GCI’s 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 GCI's 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 GCI’s 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, back-out 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 cross-functional teams to resolve deficiencies in change requests. Assist in the refinement of requests to ensure compliance with all policy standards, ensuring that all change-related 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 follow-up. 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 high-priority 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 high-awareness 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 higher-risk changes. Ensure that all changes, regardless of scale, are in full alignment with GCI’s change management policies and procedures. Template & Process Review: Regularly review and update Standard Change Templates and other change-related documentation to ensure they remain aligned with evolving best practices and organizational requirements. Propose improvements to streamline and optimize change management processes. Post-Change Reviews & Continuous Improvement: Lead or participate in post-change 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 year-for-year basis

High School diploma or equivalent. Bachelor’s degree in Computer Science, Telecommunications, Data Analytics, Business Management, or related field. * Minimum of three (3) years’ experience in Change 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. Telecommunications experience. 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 necessary. Ability 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. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity 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.