Lead Support Analyst

Eliassen Group; Jackson (MS); On-site; USD 76,000 - 83,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k retirement

Life insurance

Job summary

Eliassen Group is seeking a Lead Support Analyst to oversee the reliability and performance of mission-critical scheduling applications. You will lead a global team of Application Support Analysts, coordinate cross-regional triage, and drive incident, problem, and change management in line with ITIL practices.

The role includes on-call rotations, off-hours deployments, and a focus on automation and self-service to reduce manual requests. W2 benefits are described in the posting.

Qualifications

• Undergraduate degree required.
• Experience with broadcast scheduling platforms is mandatory.
• Experience leading a team of application support analysts is required.

Responsibilities

• Lead a global team of Application Support Analysts.
• Coordinate assignments for issues across regions and time zones.
• Mentor and cross-train team members to ensure service standards.
• Oversee incident, problem management and communications.
• Manage change control activities including deployments.
• Ensure ITIL compliance in Incident/Problem/Change management.
• Develop monitoring strategies and dashboards.
• Support on-call rotations, nights and weekends.

Skills

Broadcast scheduling

Team leadership

Windows environments

SQL / Oracle PL/SQL

ServiceNow / Jira

ITIL processes

Vendor management

Analytical skills

Documentation

Education

Undergraduate Degree

Tools

Operative IBMS

MediaGenix WHATSOn

PowerPoint

Visio

Business Objects

Crystal Reports

Job description

Lead Support Analyst

Anywhere

Type: Contract

Category: Support

Industry: Communications

Workplace Type: Remote

Reference ID: JN -082026-108205

Date Posted: 08/06/2026

Shortcut: http://careers.eliassen.com/RYsCuX

• 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 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.