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# Systems Analyst II

- **Company:** Cox Media Group
- **Location:** Atlanta, GA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Application Integration Architecture, JIRA, Software as a Service, HP Systems Insight Manager, Information Technology Operations, User Provisioning Software, Web Platforms, Enterprise Software Applications, Servicenow
- **Published:** October 15, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88644023/1

## About the Role

* 4+ years of experience in technical support, application support, or IT operations.
 * Experience troubleshooting enterprise applications and SaaS platforms.
 * Familiarity with IT service management tools such as ServiceNow or Jira.
 * Understanding of Incident, Problem, and Change management processes.
 * Experience with user provisioning, account administration, and application troubleshooting.
 * Strong analytical, problem-solving, and communication skills.
 * Ability to prioritize multiple issues and work effectively across technical teams.
 * Experience supporting Windows, macOS, and mobile platforms.

Preferred Qualifications

 * Technical degree or equivalent relevant experience.
 * Experience supporting CMS, WideOrbit, or other digital media applications.
 * Familiarity with ITIL practices and application monitoring tools.
 * Experience with automation, application integrations, or process improvement.

## Description

The Digital Customer Support (DCS) Systems Analyst II provides Tier 2 technical and operational support for Cox Media Group's business-critical applications and digital platforms. This role focuses on troubleshooting, incident resolution, application administration, and maintaining reliable services for internal customers.

The ideal candidate is a customer-focused problem solver with strong technical, analytical, and communication skills. The position includes participation in an after-hours on-call rotation.
Essential Duties and Responsibilities

 * Provide Tier 2 support for enterprise applications, SaaS platforms, and associated integrations.
 * Troubleshoot and resolve application incidents and service requests escalated through the Service Desk.
 * Support CMG's Content Management Systems (CMS) and WideOrbit revenue platform, including troubleshooting, user provisioning, and account management.
 * Participate in on-call support, major incident response, and technical escalations.
 * Support and cross-train on Change Management and Critical Problem Management processes to ensure team-wide coverage, operational continuity, and backup support when needed
 * Collaborate with vendors, application owners, and other IT teams to resolve technical issues.
 * Maintain support documentation, troubleshooting procedures, and knowledge base articles.
 * Identify opportunities to improve processes, reduce recurring incidents, and enhance customer satisfaction.
 * Support and cross-train on Change Management and Critical Problem Management processes to ensure team-wide coverage, operational continuity, and backup support when needed.