Lead Support Analyst

Job Title: Lead Support Analyst

Location: New York NY

Work Mode: Remote

Required Skills: Application Support Media & Entertainment domain experience and Broadcast

Interview Process: 1 LTM and 2 Client interviews followed by 1 in person meeting

Job description:

Responsibilities:
Lead Support Analyst
Department Media Supply Chain Scheduling Platforms
Reports To Senior Director Scheduling Platforms

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 cross train 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 executive level reporting including ticket burndown charts system performance metrics and team performance indicators
Identify and deliver process improvements automation opportunities and self-service reporting tools to reduce manual and ad hoc requests
Analyze recurring issues and recommend long-term 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 on call support on a rotational basis including nights weekends or alternate shift schedules
Support special projects and other tasks as assigned by IT leadership

Requirements
Experience with Operatives Integrated Broadcast Management System IBMS or MediaGenixs WHATSOn or other distribution and scheduling software is a mandatory requirement for this role
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 facilitation organizational 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

Skills

Mandatory Skills : Data Analysis