Remote Lead Support Analyst (ITIL Incident & Change)

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

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.