Lead Support Analyst
Listed on 2026-09-10
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IT/Tech
IT Support, IT Business Analyst, Systems Administrator
Lead Support Analyst
Anywhere
Type: Contract
Category: Support
Industry: Communications
Workplace Type: Remote
Reference : JN -
Date Posted: 08/06/2026
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Description
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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.
Rate: $55.00 to $60.00/hr. w2
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 Media Genix 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 Service Now, 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.
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