Lead Support Analyst

Stand8 Technology Consulting; New York (NY); Remote; USD 68,000 - 97,000; Full time

Benefits offered by this job

Medical coverage

Health Savings Account (HSA)

Job summary

STAND 8 is seeking a Lead Support Analyst to supervise a global team of Application Support Analysts, ensuring reliability of scheduling and enterprise applications.

You will coordinate incidents, drive improvements, and collaborate with IT operations, vendors, and business stakeholders to maintain high service levels.

Qualifications

• Bachelor's degree or higher and leadership experience in application support.
• Experience leading a team of Application Support Analysts
• Experience with scheduling/IBMS or WHATSOn or similar systems

Responsibilities

• Lead a global team of Application Support Analysts across high-impact scheduling and corporate apps.
• Prioritize and coordinate issues affecting mission-critical systems across regions/time zones.
• Mentor and coach team members to ensure quality service delivery.
• Oversee incident and problem management, ensuring timely triage and resolution.
• Manage change control activities including DB updates and off-hours deployments.
• Ensure ITIL-aligned incident, problem, and change processes.
• Develop dashboards and executive reporting on tickets and system metrics.
• Collaborate with IT and business units to align activities with priorities.

Skills

IBMS/WHATSOn scheduling software

Team leadership

Windows operating system

SQL/Oracle PL*SQL

Service Desk workflows

ServiceNow/Jira

Process documentation tools

Analytical/communication

Education

Undergraduate degree

Tools

ServiceNow

Jira

PowerPoint

Visio

Job description

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group, overseeing the support, stability, and performance of mission-critical scheduling applications used across global media operations. This position leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that support content creation, broadcast scheduling, and corporate business functions. The Lead Support Analyst partners with IT operations, business stakeholders, and vendors to maintain reliability, implement best practices, and drive continuous improvement across the application landscape.

Location & Work Type

Location: New York, New York
Work Type: Remote

Key Responsibilities

• Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple 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 enhance technical expertise and ensure consistent service delivery standards.


• Oversee incident and problem management processes for assigned applications, ensuring timely triage, resolution, and communication for production issues.


• Troubleshoot application issues, identify immediate remediation steps, determine root causes, and coordinate long-term corrective actions.


• Manage change control activities, including database updates, configuration changes, and off-hours deployments in collaboration with global IT teams.


• Ensure compliance with ITIL best practices for Incident, Problem, and Change Management.


• Ensure optimal performance and reliability of mission-critical systems supporting content scheduling, broadcast operations, and enterprise functions.


• Perform routine maintenance, upgrades, and operational tasks during scheduled off-hours as needed.


• Support testing activities including functional, regression, integration, and user acceptance testing (UAT) for application changes and releases.


• Define and implement enterprise monitoring strategies to proactively identify and respond to developing issues.


• Develop dashboards and executive-level reporting, including ticket burndown charts, system performance metrics, and team performance indicators.


• Identify and deliver process improvements, automation opportunities, and self-service reporting tools to reduce manual and ad hoc requests.


• Analyze recurring issues and recommend long-term process or technology improvements.


• Collaborate closely with Corporate IT teams, business units, and end users to align application support activities with organizational priorities.


• Develop and maintain strong relationships with software and hardware vendors, managed service providers, and third-party partners.


• Stay informed about application roadmaps, upcoming enhancements, and industry trends relevant to enterprise media systems.


• Provide on-call support on a rotational basis, including nights, weekends, or alternate shift schedules.


• Support special projects and other tasks as assigned by IT leadership.

Qualifications

Required:

• Experience with Integrated Broadcast Management System (IBMS), or WHATSOn or other distribution and scheduling software is a mandatory requirement for this role.


• Undergraduate Degree, required.


• Experience leading a team of Application Support Analysts


• Working knowledge of the Windows operating environment.


• Competency in relational database structures, particularly SQL and Oracle PL*SQL.


• Experience in Service Desk environments and IT ticket resolution workflows


• Experience with Service Now, Jira or other ticket management software


• Experience with process documentation and process documentation tools (such as PowerPoint and Visio).


• Excellent analytical, communication (both verbal and written), facilitation/organizational skills.


• Very strong results with people and thought leadership skills.


• Strategic, innovative thinking and vision.


• Strong business acumen.


• Excellent analytical skills.


• Solid understanding of technology.


• Excellent organizational skills with particular attention to detail


• Ability to work independently in a fast‑paced environment


• Ability to learn new skills and concepts quickly

Preferred (Optional)

• Experience in the Media industry is a plus.


• Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus.


• Medical coverage and Health Savings Account (HSA) through Anthem


• Dental/Vision/Various Ancillary coverages through Unum


• 401(k) retirement savings plan


• Paid‑time‑off options


• Company‑paid Employee Assistance Program (EAP)


• Discount programs through ADP WorkforceNow

Additional Details

The base range for this contract position is $1 - $60 / per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered.

About Us

STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.
Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.
Check out more at www.stand8.io; and reach out today to explore opportunities to grow together!
By applying to this position, your data will be processed in accordance with the STAND 8 Privacy Policy.