Lead Support Analyst

Lead Support Analyst

NYC, NY Remote

Contract

Mandate Skills - Integrated Broadcast Management System IBMS, MediaGenixs

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 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

Experience with Operatives Integrated Broadcast Management System IBMS or MediaGenixs WHATSOn or other distribution and scheduling software a plus