Global Lead Support Analyst — Remote ITIL Expert

Eliassen Group; Denver (CO); On-site; USD 76,000 - 83,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Life insurance

Job summary

Eliassen Group is seeking a Lead Support Analyst to oversee support, stability, and performance of mission-critical scheduling applications across global media operations.

You will lead a team of Application Support Analysts, coordinate cross-regional triage, and drive incident, problem, and change management aligned to ITIL, partnering with IT, business stakeholders, and vendors to maintain reliability and deliver continuous improvement.

Qualifications

• Leadership of a team of Application Support Analysts.
• Experience with ITIL-based incident, problem, and change management.
• Exposure to broadcast scheduling platforms.
• Experience with ServiceNow or Jira and related ticketing tools.
• Strong SQL/Oracle PL/SQL knowledge.
• Experience with reporting tools like Business Objects or Crystal Reports is a plus.

Responsibilities

• Lead a global team of Application Support Analysts for scheduling and corporate applications.
• Coordinate cross-regional triage and prioritize issues impacting systems across time zones.
• Oversee incident, problem, and change management per ITIL practices.
• Mentor and train team members to ensure consistent service delivery.
• Oversee change control, including database updates and off-hours deployments.
• Develop dashboards and executive reports showing ticket burndown and performance.

Skills

Team leadership

ITIL

Incident management

Sql

Oracle PL/SQL

ServiceNow

Jira

PowerPoint

Visio

Data reporting

Education

Undergraduate Degree

Tools

Operative IBMS

MediaGenix WHATSOn

Windows

Job description

Eliassen Group is seeking a Lead Support Analyst to oversee support, stability, and performance of mission-critical scheduling applications across global media operations.

You will lead a team of Application Support Analysts, coordinate cross-regional triage, and drive incident, problem, and change management aligned to ITIL, partnering with IT, business stakeholders, and vendors to maintain reliability and deliver continuous improvement.