Note: The job is a remote job and is open to candidates in USA. GCI is seeking a Senior Technical Design Process Analyst to support the development, organization, and maintenance of its Technical Design Process. The role combines systems business analysis and workflow process design to implement, optimize, and support enterprise service management platform workflows, integrations, configurations, and reporting.
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, fully utilizing the platform's workflow capabilities
- Build or configure dashboards and reports for data analysis
- Assist with integration and configuration between platform and 3rd party tool and systems
- Provide two-way communication and education between all IT areas and business areas to ensure requirements are understood and customers understand how IT's Program can best support them
- 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 within the business units
- Collaborate with multiple organizations within the enterprise, end users, vendors, and IT team members to assist in the discovery and implementation of solutions to optimize performance
- Conduct regular, periodic meetings with business unit, technical team, and IT management on active and upcoming projects
- Conduct monthly meetings with key business unit and professional contacts
- Contribute annual strategic plans, objectives, and budgets for IT-related initiatives for an assigned business unit
- 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, to achieve high usability, reliability, availability, accuracy, and performance, and either reduce or eliminate technical debt
- Assist with defining and documenting system specifications, requirements, and deliverables as part of the implementation project or as part of the lean/SAFe (agile) methodology
- Research, document, evaluate technical or business processes and identify inefficient areas
- Re-engineer business processes and workflows to support strategic business objectives
- Develop, communicate, and facilitate the development of solution specifications for business problems, according to standard methodologies such as SDLC
- Partner on product enhancements and system upgrades to assure process and workflow optimization
- Collaborate with key stakeholders to identify and refine customer requirements to build new, or improve existing, ESM platform workflows
- Lead workflow design meetings translating business needs into efficient workflows and user interfaces
- Communicate business and technical solution requirements to vendors and assess the applicability of the vendor solution to the defined technical or business requirements
- Create service specifications that drive system configuration and implementation
- Define business requirements, identify trends and gaps with existing systems, and monitor/promote current projects to ensure successful completion on time and within budget
Skills
- • 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. \•
- • This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed
- • Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment
- • Available to work additional time on weekends, holidays, before or after normal work hours when necessary
- • Work is primarily sedentary, requiring daily routine computer usage
- • 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
- • 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 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 develop and cultivate inter-departmental relationships
- Ability to resolve challenging relationships directly
- Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences
- Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports
- Ability to create clear and easily understood written documentation for a variety of audiences, including business analysts and end users
- Demonstrated experience using a blend of written communication techniques, including business process and workflow diagrams
- Demonstrated ability to set priorities, meet deadlines, and multi-task in a dynamic, rapidly changing environment
- Experience with enterprise service management concepts or systems of IT support services
- Understanding of a variety of technical applications
- Demonstrated knowledge of design considerations including performance and reliability
- Ability to use business knowledge, technical knowledge, sound judgment, and resourcefulness to adapt existing policies and practices to specific situations and select among various courses of action
- Strong analytical and management skills
- Understanding of project management and development methodologies
- Understanding of Telecom and OSS concepts including order management, provisioning, service assurance, trouble management, billing, and invoicing
- Understanding of database concepts
- Understanding of Enterprise Business Intelligence reporting
- Understanding of software/system configuration and performance testing
- Working knowledge of ITIL framework
- Understanding of service management operations and how it interfaces with other ITIL processes
- 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
- Experience with Tableau or Power BI
- Telecommunications experience
- Relevant telecom industry or job specific certifications
- Knowledgeable of multiple software service management systems ITSM or ESM. background preferred
Benefits
- Ability to work in a standard office/home office setting
- Virtual workers are covered by remote work policies and agreements
Company Overview
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