Lead Support Analyst

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., + 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.

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., + 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.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening** and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( noreply@eliassen.com **, 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.