GCI's Change Management Analyst III 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 III

Grade: E05

 

Additional Job Requirements:

An advanced-level role that operates with minimal supervision and is entrusted with the responsibility of overseeing the controls and lifecycle of all changes within GCI. This position plays a critical role in ensuring that change requests are meticulously reviewed, validated, and approved in strict adherence to GCI’s Change Management policies and ITIL best practices. The Change Management Analyst III will be responsible for managing and optimizing change processes, ensuring that all changes are executed efficiently, with minimal disruption to services, while delivering beneficial outcomes. This role requires expertise in both the strategic and operational aspects of change management, as well as the ability to continuously evolve and improve processes to support the organization's objectives.

 

Additional Competencies:

Strategic Oversight of Change Management Processes: Oversee the entire lifecycle of changes within GCI, ensuring that all changes are managed in strict accordance with the company’s Change Management policies and ITIL best practices. Act as the primary authority for ensuring that change processes align with business objectives and operational needs. Comprehensive Review & Validation of Change Requests: Lead the thorough review and validation of change requests, ensuring that all required documentation—including risk assessments, impact analysis, back-out plans, and communication strategies—meets the highest standards of quality and compliance. Ensure changes are fully aligned with organizational objectives and adhere to prescribed policies. Risk & Impact Analysis: Analyze the potential impact and risks associated with change requests, making data-driven recommendations for mitigating any potential disruptions to GCI's services. Ensure that all change activities are aligned with the organization’s risk management strategies. Collaboration Across Departments: Work closely with cross-functional teams and stakeholders to resolve any issues or deficiencies within change requests, offering guidance to ensure that all requests meet policy standards and quality expectations. Foster collaboration between departments to promote the success of change initiatives. Leadership of Change Advisory Board (CAB) Activities: Lead the coordination and facilitation of CAB meetings, including preparing agendas, guiding discussions, making recommendations, and ensuring the timely resolution of action items. Provide expertise and insights to ensure decisions are made in the best interest of the organization and in compliance with change management processes. Emergency/Expedited Change Management: Manage the expedited approval and implementation of emergency changes, ensuring these high-priority requests are processed efficiently and with full compliance to established protocols, minimizing any service disruptions. Change Calendar & Communication Management: Oversee and manage change calendars, ensuring that all relevant stakeholders are properly informed of upcoming changes, scheduled maintenance, high-awareness periods, and moratoriums. Ensure clear communication to mitigate any risks associated with change implementation. Authorization of Complex Changes: Authorize and manage both minor and complex change requests, ensuring that all changes—regardless of scope—are handled in accordance with GCI's established change management policies. Manage high-risk changes with a strong focus on mitigating potential disruptions to services. Continuous Process Improvement: Continuously assess, refine, and enhance change management processes to ensure they are optimized for efficiency, effectiveness, and alignment with industry best practices. Lead efforts to integrate process improvements based on feedback from post-change reviews and other performance data. Post-Change Evaluation & Quality Assurance: Lead post-change reviews to assess the success of changes and identify opportunities for improvement. Ensure that changes are thoroughly evaluated to determine their impact on service delivery and operational efficiency. Implement corrective actions and process improvements based on lessons learned. Mentorship & Knowledge Sharing: Mentor and guide less experienced team members, providing them with the necessary resources, insights, and support to ensure their success. Share best practices and insights to foster a culture of excellence and continuous improvement within the Change Management team. Reporting & Metrics Analysis: Develop and analyze reports on change management performance, identifying trends, areas of improvement, and potential risks. Provide detailed metrics and insights to senior leadership and stakeholders to support decision-making and ensure alignment with organizational goals.

 

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 five (5) 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.