Operations Analyst

About the role

TEGNA Inc. helps people thrive in their local communities by providing the trusted local news and services that matter most. With 64 television stations in 51 U.S. markets, TEGNA reaches more than 100 million people monthly across the web, mobile apps, streaming, and linear television. Together, we are building a sustainable future for local news. This Operations Analyst role is part of a team that owns the day-to-day monitoring, support, and operational stability of TEGNA's broadcast and digital platforms while providing advanced support to stakeholders and business-critical applications. You'll work closely with distributed IT teams, engineering, and vendors in a 24x7 support environment—triaging incidents, resolving tickets, and keeping services online. Automating the repetitive task with AI and workflow tools. You'll leverage intelligent ticket routing, help implement our next predictive monitoring solution, and automations. Clear ownership from intake through resolution, sharp communication, and the ability to work across technical teams.

Responsibilities

• Own support tickets in ServiceNow from intake through resolution, with responsibility for issues spanning PC/Mac endpoints, imaging workflows, collaborative tools (Teams/O365), and emerging AI/workstream tooling.
• Troubleshoot complex endpoint issues across Intune (device compliance, conditional access, app distribution), hybrid identity systems (Okta, AD, Entra), and Exchange Online.
• Leverage Moveworks for intelligent ticket intake, prioritization, and automated routing to reduce manual triage.
• Coordinate cross-functionally with remote teams, document root causes and remediation steps in ServiceNow, and drive first-contact resolution rates.
• Identify automation opportunities—flagging repetitive tickets for workflow automation, knowledge gaps, and tooling inefficiencies that slow resolution.
• The role is also responsible for monitoring and supporting patch compliance.
• Provide proactive monitoring and day-to-day operational support for critical broadcast and streaming systems by responding to PagerDuty alerts, performing routine health checks in New Relic and native monitoring platforms, identifying early warning indicators, and taking preventative action to avoid service disruption.
• Own operational dashboards and alert tuning to reduce noise and catch real issues early.
• Analyze, resolve, and document incidents and recurring problems using structured root cause analysis.