Lead Support Analyst

Description
Remote
Our client seeks a Lead Support Analyst to oversee support, stability, and performance of mission-critical scheduling applications across global media operations. The role leads a team of Application Support Analysts, coordinates cross-regional triage, drives incident, problem, and change management aligned to ITIL, and partners with IT, business stakeholders, and vendors to maintain reliability and deliver continuous improvement. The scope includes on-call rotation, off-hours deployments, proactive monitoring, reporting, and enablement of automation and self-service to reduce manual requests.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities

• Lead a global team of Application Support Analysts for 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 ensure consistent service delivery standards.
• Oversee incident and problem management, ensuring timely triage, resolution, and clear communication.
• Troubleshoot application issues, identify remediation steps, determine root causes, and coordinate long-term fixes.
• Manage change control activities, including database updates, configuration changes, and off-hours deployments.
• Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.
• Ensure optimal performance and reliability of systems supporting content scheduling, broadcast operations, and enterprise functions.
• Perform routine maintenance, upgrades, and operational tasks during scheduled off-hours as needed.
• Support functional, regression, integration, and user acceptance testing for changes and releases.
• Define and implement monitoring strategies to proactively identify and respond to issues.
• Develop dashboards and executive reporting, including ticket burndown and performance metrics.
• Identify and deliver process improvements, automation opportunities, and self-service reporting.
• Analyze recurring issues and recommend long-term process or technology improvements.
• Collaborate with Corporate IT, business units, and end users to align support with priorities.
• Develop and maintain relationships with vendors, managed service providers, and partners.
• Provide on-call support on a rotational basis, including nights and weekends.
• Support special projects and tasks as assigned by IT leadership.

Experience Requirements

• Mandatory experience with broadcast distribution and scheduling platforms such as Operative IBMS or MediaGenix WHATSOn, or comparable systems.
• Experience leading a team of Application Support Analysts, with approximately 70% hands-on support and 30% lead responsibilities depending on demand.
• Working knowledge of Windows environments.
• Competency with relational databases, SQL, and Oracle PL/SQL.
• Experience in Service Desk environments and IT ticket resolution workflows.
• Experience with ServiceNow, Jira, or similar ticket management tools.
• Experience with process documentation and tools such as PowerPoint and Visio.
• Strong analytical, written and verbal communication, facilitation, and organizational skills.
• Proven people leadership and thought leadership.
• Strategic and innovative mindset with strong business acumen.
• Solid understanding of technology and enterprise application ecosystems.
• Excellent organizational skills with attention to detail.
• Ability to work independently in a fast-paced environment and learn new concepts quickly.
• Media industry experience preferred.
• Experience with enterprise reporting tools such as Business Objects or Crystal Reports is a plus.

Education Requirements

• Undergraduate Degree required.