Lead Support Analyst

Lead Support Analyst

NYC, NY – Remote

Contract

Position Overview

The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group overseeing the support stability and performance of mission critical scheduling applications used across global media operations This position leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that underpin content creation broadcast scheduling and corporate business functions The Lead Support Analyst partners with IT operations business stakeholders and vendors to maintain reliability implement best practices and drive continuous improvement across the application landscape

Key Responsibilities

• Team Leadership Operational Oversight
• Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple highimpact scheduling and corporate applications
• Prioritize and coordinate assignments for issues impacting missioncritical systems across regions and time zones
• Mentor coach and crosstrain team members to enhance technical expertise and ensure consistent service delivery standards
• Incident Problem Change Management
• Oversee incident and problem management processes for assigned applications ensuring timely triage resolution and communication for production issues
• Troubleshoot application issues identify immediate remediation steps determine root causes and coordinate longterm corrective actions
• Manage change control activities including database updates configuration changes and offhours deployments in collaboration with global IT teams
• Ensure compliance with ITIL best practices for Incident Problem and Change Management
• System Support Maintenance
• Ensure optimal performance and reliability of mission critical systems supporting content scheduling broadcast operations and enterprise functions
• Perform routine maintenance upgrades and operational tasks during scheduled off-hours as needed
• Support testing activities including functional regression integration and user acceptance testing UAT for application changes and releases
• Monitoring Reporting Continuous Improvement
• Define and implement enterprise monitoring strategies to proactively identify and respond to developing issues
• Develop dashboards and executivelevel reporting including ticket burndown charts system performance metrics and team performance indicators
• Identify and deliver process improvements automation opportunities and selfservice reporting tools to reduce manual and ad hoc requests
• Analyze recurring issues and recommend longterm process or technology improvements
• Stakeholder Vendor Management
• Collaborate closely with Corporate IT teams business units and end users to align application support activities with organizational priorities
• Develop and maintain strong relationships with software and hardware vendors managed service providers and third-party partners
• Stay informed about application roadmaps upcoming enhancements and industry trends relevant to enterprise media systems

Additional Responsibilities

• Provide oncall support on a rotational basis including nights weekends or alternate shift schedules
• Support special projects and other tasks as assigned by IT leadership

• Requirements
• Undergraduate Degree required
• Experience leading a team of Application Support Analysts
• Working knowledge of the Windows operating environment
• Competency in relational database structures particularly SQL and Oracle PLSQL
• Experience in Service Desk environments and IT ticket resolution workflows
• Experience with Service Now Jira or other ticket management software
• Experience with process documentation and process documentation tools such as PowerPoint and Visio
• Excellent analytical communication both verbal and written facilitationorganizational skills
• Very strong results with people and thought leadership skills
• Strategic innovative thinking and vision
• Strong business acumen
• Excellent analytical skills
• Solid understanding of technology
• Excellent organizational skills with particular attention to detail
• Ability to work independently in a fastpaced environment
• Ability to learn new skills and concepts quickly
• Experience in the Media industry is a plus
• Experience with enterprise reporting environments such as Business Objects Crystal reports a plus
• Experience with Operatives Integrated Broadcast Management System IBMS or MediaGenixs WHATSOn or other distribution and scheduling software a plus