Service Assurance Analyst Ii

 

GCI's Service Assurance Analyst II 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:

Problem Management

• Investigate and determine the root causes of incidents and problems within the organization.
• Collaborate with technical teams to conduct thorough analyses to prevent recurrence.
• Develop and implement proactive measures to identify and address potential problems before they escalate.
• Work closely with IT teams to establish preventive strategies based on incident and problem trends.
• Maintain comprehensive documentation of incidents, analyses, and problem resolutions.
• Ensure accurate and up-to-date records of the problem management system.
• Collaborate with IT support and development teams to facilitate the resolution of identified problems.
• Act as a liaison between different departments to streamline communication and problem-solving processes.
• Identify areas for improvement in IT processes and workflows to prevent future incidents.
• Implement improvements to enhance the overall efficiency of the problem management process.
• Generate and present reports on incident and problem trends to management.
• Define and track key performance indicators related to problem management effectiveness.
• Conduct training sessions to raise awareness about effective incident and problem management practices.
• Ensure that IT teams are equipped with the necessary skills to proactively address problems.
• Participate in emergency response activities, providing expertise in problem resolution during critical incidents.
• Collaborate with incident response teams to minimize downtime and impact.
• Communicate effectively with stakeholders and end-users regarding ongoing problem investigations and resolutions.
• Manage customer expectations by providing timely updates on problem resolution progress.
• Conduct post-implementation reviews to assess the effectiveness of problem resolutions and preventive measures.
• Identify and implement lessons learned to refine future problem management activities.

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.

 

  COMPETENCIES:

• Demonstrated commitment to GCI's Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public.
• 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.

 

Level Definition

Position Title: Service Assurance Analyst II

Grade: E04

Additional Job Requirements:

This is an intermediate level position working under moderate supervision. Possesses a solid working knowledge of subject matter and processes, working on moderately complex projects and problems.  Collaborates with senior teams and mentors' junior teams.

• Verify and present statistical test data for review.
• Identify, Prioritize, and Track the resolution of known issues.
• Develop Work Arounds for Incident Response teams.
• Technical support for application jobs required for testing.
• Evaluate incoming requests - providing input/clarity and on testing requirements and document level of effort estimates per request.
• Track, communicate, coordinate and report on processes in Technology Solutions.
• Assess the change impact and complete an assessment using risk mitigation tactics. Recurring reports to business customers and managed services.

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 four (4) 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. 

    Required at ALL Levels

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. 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.