GCI's Service Assurance Analyst I will provide and ensure applications of policies and processes that services offered over the company’s networks meet the predefined service quality levels for our customers. Evaluate, test, document, and oversee polices and processes to ensure performance, quality of service, Network management, testing and service level agreements support professional services with quality service assurance efforts for our clientele.  Write, revise, and verify quality standards and test procedures for program design and product evaluation to attain quality of applications economically and efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Focus Areas (see addendum for additional details):

Process Improvement Service Assurance Service Assurance/Service Acceptance Problem Management Reporting Analyst

Process Improvement; Service Assurance; Service Assurance/Service Acceptance:

Network and Service Testing

Perform quality assurance testing activities. Develop, document, and execute test plans and test cases in accordance with functional requirements and technical specifications.  Write clear, concise bug reports and effectively communicate with developers and project managers to isolate problems. Review requirements and design documentation and participate in design reviews.

Service level Agreement (SLA) monitoring

Develop and review Service Improvement Plans. Assist in developing and maintaining Service Assurance process, procedures, and standards. Ensure service delivery meets the business requirements of the sourcing strategy (based on defined SLAs). Ensure service providers perform to the SLAs documented in the contract. Formalize functional business requirements into service requirements, including business-side ownership of the required Problem Management process to get requirements formalized.

Trouble ticket management

Deliver a consistent process for incident, change, and problem escalation and resolution in line with the organization business framework. Document the workflow and touchpoints between the various service providers in OLAs.

Problem Management:

Fault & Event Management

Access Problem impact and complete assessment using mitigation tactics.

Performance Management

Coordinate and integrate Problem Management activities and processes. Track, communicate, coordinate and report on processes. Perform proactive data analysis on trending network events to report on issues. Support organizational design and definition and participate in data collection and analysis. Work closely with Engineering and Operations on review and resolution of issues.  Work collaboratively with developers, business analysts and project managers to ensure successful project deliveries.

Quality of Service (QoS)

Perform Root Cause Analysis on Major Incidents. Recurring reporting to internal customers and managed services. Communicate to stakeholders the performance of the service provider.

Trouble ticket management

Deliver a consistent process for incident, change, and problem escalation and resolution in line with the organization business framework. Document the workflow and touchpoints between the various service providers in OLAs.

Reporting Analyst:

Data Compilation and Analysis:

Collect and consolidate data from various sources related to business and wholesale operations. Conduct in-depth analysis to identify trends, patterns, and key performance indicators.

Report Generation:

Design and develop comprehensive reports tailored to business and wholesale reporting requirements. Create visually appealing and easy-to-understand dashboards for stakeholders.

Data Accuracy and Quality:

Ensure the accuracy and integrity of business and wholesale data through regular audits and validation processes. Implement data quality improvement initiatives to enhance overall reporting reliability.

Collaboration:

Work closely with cross-functional teams to understand reporting needs and align analyses with business objectives. Collaborate with IT and other relevant departments to optimize data retrieval processes.

Ad Hoc Analysis:

Conduct ad hoc analyses as requested by management, providing on-the-spot insights into specific business and wholesale queries.   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. Ability to successfully interact and collaborate with colleagues, customers, operating and technical staff throughout the company.  Ability to manage performance through motivation and guiding different levels of employees. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Strong oral and written communication skills, particularly in the ability to communicate with, and understand the needs of, non-technical clients and external customers with the ability to instinctively sense issues and opportunities is essential. Active participation in sessions with business stakeholders.  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. Ability to function autonomously on assigned projects with minimal direction.  Ability to develop and meet individual and group project deadlines within the project scope, on time and within budget.  Ability to multi-task in a dynamic, complex, and rapidly changing environment. Ability to reconcile divergent demands and prioritize individual workload. RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Technically astute and highly organized with the ability to meet deadlines and budget commitments. Business analysis skills. Ability to create timely and accurate status reports. Working knowledge with FMEA or other quantitative analysis methods. Ability to analyze complex challenging problems and situations leading to optimal solutions. Strong analytical skills, problem-solving skills, and troubleshooting abilities. SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.  Experience with web analytics/reporting tools. Functional understanding of Intranet and Internet technologies and all protocols.

Grade: E03

Additional Job Requirements:

This is an entry level position working under close supervision. Possesses general working knowledge of subject matter and processes, working on less complex issues and problems. Provides assistance to higher level staff.

Verify and present statistical test data for review. Identify, Prioritize, and Track the resolution of known issues. Evaluate incoming requests - providing input/clarity and on testing requirements and document level of effort estimates per request. Assess the change impact and complete an assessment using risk mitigation tactics. Recurring reports to business customers and managed services. Support organizational design and definition of roles and responsibilities. Assist in data collection and analysis.

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 Business, Technology, or Computer Science or relevant field. * Minimum of two (2) years of Service Assurance, Service Delivery, Service Support, product/project management monitoring or relevant experience. *

Preferred: 

ITIL Practitioner, CCNA, JNCIA certifications. 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.