Analyst II, Production Support

GCI's Production Support Analyst II will provide technical support for AT’s enterprise-wide systems. Challenged with solving complex monitoring and support issues for a wide variety of solutions. Execution of all day-to-day production activities; enterprise systems and solutions; and monitoring, troubles shooting, escalation, support, testing, and delivery for critical billing and financial services.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Systems Delivery:

• Ability to analyze and report on configuration and customer data.

• Develop scripts/tools/utilities in support of production data.

• Configure and maintain system, based on business needs and requirements.

• Performance of root cause analysis of production problems and development of both long term and short-term solutions.

• Creation and maintenance of internal documentation.

• Supports best practices (ITIL).

• Assist in testing and implementing system changes related to changes in AT business processes.

• Contribute to the organization’s growth in knowledge and skills by learning from others.

• Follow and ensure application environment adherence to AT Service Assurance policies, processes and controls including Quality Control, Change Management, Release Management, Risk Management and Problem management.

• Assist in resolving production issues that stem from vendor system(s).

Team Process Development and Improvement:

• Update and communicate changes in team procedures (e.g., production, back-up, internal tasks)

• Create and maintain systems documentation

• Provide review and feedback of peer submitted documentation

• Cross train and assist peers with skill set development

• Actively seek out process improvements

• Communicate effectively with associates and analysts on other shifts and complete daily shifts turnover reports as needed with vendor(s) to configure changes to system based on end user requirements.

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.

Technical Competencies:

• Ability to comply with industry best practices such as ITIL.

• Ability to discern and resolve the root cause of problems in complex environments

• Ability to analyze impacts of changes on systems and take the necessary steps to ensure successful implementation.

• Knowledge of databases such as MS SQL and Oracle.

• Knowledge of operating systems such as MS Windows and UNIX.

• Familiarity with the telecommunications industry (desired)

• Must possess knowledge of client/server software environments, database fundamentals, and SQL.

• Ability to test, document, and implement bug fixes and enhancements.

• Be available to cover weekly night shift rotation (~every 4 weeks)

People and Self-Management:

• Must possess excellent verbal and written communication skills.

• Ability to train users in a classroom or remote environment.

• Build and maintain good and effective working relationships with leadership and peers. Work to resolve problem relationships.

• Holds self-accountable for results. Self-directed, takes initiative and seeks out opportunities. Assesses and accepts risks and learns from mistakes.

• Ability to handle multiple assignments and meet deadlines.

Grade: E05

Additional Job Requirements:

This is an intermediate level position requiring moderate supervision as well as collaboration with more senior production analysts. This position will support the team in implementing moderate to more complex projects.

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 information technology/systems, business administration, or related areas *

• Must have at least three (3) years’ experience as Production Support or related experience. Direct experience in Billing Operations may be substituted for generalized Production Support Analyst experience on a year-for-year basis. *

Preferred:

• Industry specific certifications are highly valued and may contribute toward education.

• 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.

• 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.

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.