Operations Process Change Specialist III

GCI's Operations Process Change Specialist III oversees a portfolio of projects from inception to delivery. Identify and address gaps from After Action Reporting to enhance both current and future capabilities and processes. Develop and implement program plans in collaboration with multiple stakeholders across the organization. 

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Collaborate with relevant departments to coordinate process changes and implementations.
• Establish a rhythm of business, ensuring cross-team alignment.
• Identify key stakeholders for enterprise-wide processes.
• Organize and facilitate discovery meetings.
• Lead program alignment, set objectives, and allocate resources with stakeholders.
• Manage and prioritize processes based on stakeholder needs and quantified benefits.
• Communicate the overall program roadmap and provide periodic status updates to executive stakeholders.
• Coordinate process implementation. 

• Drive project-related change management activities.
• Create and effectively communicate change plans.
• Define and implement metrics to measure and communicate success.

• Collaborate with GCI University to develop training programs for process changes.
• Support process practitioners in training and promoting change in the workplace.
• Conduct Root Cause Analysis on major incidents.

• Work with Applications Technology/IT to create system changes and drive requirements for upgrades that support process driven changes.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Ability to deliver results with self-initiative and determination in a dynamic and often ambiguous environment.
• 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.
  • Effective consulting skills with the ability to influence a wide range of audiences and stakeholders, including technical and business clients, HR, finance, and employees at all levels up to senior leadership.
  • Demonstrated credibility through data driven decision making. 
  • Ability to foster an environment conducive to learning & growth.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • 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 routine business correspondence such as emails, chat messages, policies, procedures, reports.
  • Ability to convey complex ideas in a clear and concise manner to a range of technical and non-technical audiences.
• 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.
  • Knowledge and understanding of process improvement projects, utilizing interview outputs, and data collection to drive enhancements.
  • Knowledge and understanding of process management.
  • Demonstrated knowledge and ability to lead both technical and non-technical process change initiatives and process improvement efforts.
  • Strong bias for action, with excellent attention to detail and commitment to follow-through.
  • Ability to use Service Management applications to administer and control Change and Configuration Management.
  • Ability to lead process improvement projects within agreed timeframes.
  • Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.
  • Ability to exercise judgment and escalate when necessary to maximize value from the organization, processes, and systems. 
  • Ability to multi-task and simultaneously handle various projects and deliverables across many teams while achieving timely and accurate results.
  • Ability to create certainty from ambiguity while maintaining operational and financial security. <