Ad Operations Support Analyst

Insight Global; New York (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with employer matching

Paid time off

Job summary

Insight Global is seeking an Ad Sales Support Analyst in New York, NY to support critical business applications and operational workflows in a fast-paced advertising sales environment.

You will act as the primary contact for users with system issues, troubleshoot with Product/Engineering, and help improve operational efficiency through data-driven insights and strong collaboration with cross-functional teams.

Qualifications

• Experience supporting business-critical applications in a fast-paced production environment.
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, or similar.
• Experience in Media, Broadcasting, Advertising, Ad Tech, or Ad Sales organizations.
• Strong troubleshooting and problem-solving skills.
• Experience managing and prioritizing multiple requests in a high-volume support environment.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with platforms such as Operative One, Operative Air, or WideOrbit.

Responsibilities

• Support Ad Sales users across multiple business teams by responding to production issues and service requests.
• Investigate, prioritize, and resolve incoming support tickets in a high-volume environment.
• Maintain adherence to SLAs, including rapid response times for critical issues.
• Serve as the communication bridge between business users and technical teams.
• Escalate complex issues to Product, Engineering, or Technology teams and track progress through resolution.
• Perform SQL queries to troubleshoot issues, validate data, and support root cause analysis.
• Document business requirements, recurring issues, and recommended process improvements.
• Identify trends in support requests and recommend operational enhancements.
• Provide timely updates to stakeholders regarding issue status and resolution timelines.
• Partner with cross-functional teams to deliver a high level of customer service and system reliability.

Skills

Customer support

Troubleshooting

Communication

Prioritization

Stakeholder management

Tools

Jira

ServiceNow

Zendesk

Operative One

Operative Air

WideOrbit

Job description

We are seeking an Ad Sales Support Analyst to support critical business applications and operational workflows in a fast-paced advertising sales environment. This role serves as the primary point of contact for users experiencing system issues and works closely with Product, Engineering, and business stakeholders to troubleshoot problems, drive resolutions, and improve overall operational efficiency.

The ideal candidate combines strong customer support skills, technical troubleshooting abilities, and knowledge of Ad Sales or media operations.

What You'll Do

• Support Ad Sales users across multiple business teams by responding to production issues and service requests.
• Investigate, prioritize, and resolve incoming support tickets in a high-volume environment.
• Maintain adherence to established service level agreements, including rapid response times for critical issues.
• Serve as the communication bridge between business users and technical teams.
• Escalate complex issues to Product, Engineering, or Technology teams and track progress through resolution.
• Perform SQL queries to troubleshoot issues, validate data, and support root cause analysis.
• Document business requirements, recurring issues, and recommended process improvements.
• Identify trends in support requests and recommend operational enhancements.
• Provide timely updates to stakeholders regarding issue status and resolution timelines.
• Partner with cross-functional teams to deliver a high level of customer service and system reliability.

Required Qualification:

• Experience supporting business-critical applications in a fast-paced production environment.
• Experience working within a ticketing system such as Jira, ServiceNow, Zendesk, or similar platforms.
• Experience within Media, Broadcasting, Advertising, Ad Tech, or Ad Sales organizations.
• Strong troubleshooting and problem-solving skills.
• Experience managing and prioritizing multiple requests in a high-volume support environment.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with platforms such as Operative One, Operative Air, or WideOrbit.

Preferred Qualifications:

• Knowledge of Ad Sales operations, campaign management, or sales support workflows.
• SQL experience for data analysis and troubleshooting.
• Familiarity with AWS-hosted applications and environments.
• Experience partnering with Product Management and Engineering teams.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.