Lead Support Analyst

Key Responsibilities

• Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple high-impact scheduling and corporate applications.
• Prioritize and coordinate assignments for issues impacting mission-critical systems across regions and time zones.
• Mentor, coach, and cross-train team members to enhance technical expertise and ensure consistent service delivery standards.
• 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 long-term corrective actions.
• Manage change control activities, including database updates, configuration changes, and off-hours deployments in collaboration with global IT teams.
• Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.
• 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.
• 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.
• 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.
• 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.

Qualifications

• Experience with Integrated Broadcast Management System (IBMS), or 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 PL*SQL.
• 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.
• Solid understanding of technology.
• Solid understanding of technology.
• Excellent organizational skills with particular attention to detail.
• Ability to work independently in a fast-paced environment.
• Ability to learn new skills and concepts quickly.