Systems Analyst II

Cox Media Group, LLC; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

Cox Media Group in Atlanta, GA seeks a Digital Customer Support Systems Analyst II to provide Tier 2 support for enterprise applications and digital platforms, troubleshoot incidents, and manage user provisioning.

You will collaborate with CMS/WideOrbit teams, participate in on-call rotations, and help improve processes while ensuring service continuity for internal customers.

Qualifications

• 4+ years of experience in technical support, application support, or IT operations.
• Experience troubleshooting enterprise applications and SaaS platforms.
• Familiarity with IT service management tools such as ServiceNow or Jira.
• Understanding of Incident, Problem, and Change management processes.
• Experience with user provisioning, account administration, and application troubleshooting.
• Strong analytical, problem-solving, and communication skills.
• Ability to prioritize multiple issues and work effectively across technical teams.
• Experience supporting Windows, macOS, and mobile platforms.

Responsibilities

• Provide Tier 2 support for enterprise applications, SaaS platforms, and associated integrations.
• Troubleshoot and resolve application incidents and service requests escalated through the Service Desk.
• Support CMS and WideOrbit revenue platform, including troubleshooting, user provisioning, and account management.
• Participate in on-call support, major incident response, and technical escalations.
• Support and cross-train on Change Management and Critical Problem Management processes to ensure team-wide coverage, operational continuity, and backup support when needed.
• Collaborate with vendors, application owners, and other IT teams to resolve technical issues.
• Maintain support documentation, troubleshooting procedures, and knowledge base articles.
• Identify opportunities to improve processes, reduce recurring incidents, and enhance customer satisfaction.

Skills

Analytical thinking

Problem solving

Communication

Prioritization

Cross-team collaboration

Education

Technical degree or equivalent

Tools

ServiceNow

Jira

Job description

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The Digital Customer Support (DCS) Systems Analyst II provides Tier 2 technical and operational support for Cox Media Group's business-critical applications and digital platforms. This role focuses on troubleshooting, incident resolution, application administration, and maintaining reliable services for internal customers.

The ideal candidate is a customer-focused problem solver with strong technical, analytical, and communication skills. The position includes participation in an after-hours on-call rotation.

Essential Duties and Responsibilities

• Provide Tier 2 support for enterprise applications, SaaS platforms, and associated integrations.
• Troubleshoot and resolve application incidents and service requests escalated through the Service Desk.
• Support CMG's Content Management Systems (CMS) and WideOrbit revenue platform, including troubleshooting, user provisioning, and account management.
• Participate in on-call support, major incident response, and technical escalations.
• Support and cross-train on Change Management and Critical Problem Management processes to ensure team-wide coverage, operational continuity, and backup support when needed
• Collaborate with vendors, application owners, and other IT teams to resolve technical issues.
• Maintain support documentation, troubleshooting procedures, and knowledge base articles.
• Identify opportunities to improve processes, reduce recurring incidents, and enhance customer satisfaction.
• Support and cross-train on Change Management and Critical Problem Management processes to ensure team-wide coverage, operational continuity, and backup support when needed.

Minimum Qualifications

• 4+ years of experience in technical support, application support, or IT operations.
• Experience troubleshooting enterprise applications and SaaS platforms.
• Familiarity with IT service management tools such as ServiceNow or Jira.
• Understanding of Incident, Problem, and Change management processes.
• Experience with user provisioning, account administration, and application troubleshooting.
• Strong analytical, problem-solving, and communication skills.
• Ability to prioritize multiple issues and work effectively across technical teams.
• Experience supporting Windows, macOS, and mobile platforms.

Preferred Qualifications

• Technical degree or equivalent relevant experience.
• Experience supporting CMS, WideOrbit, or other digital media applications.
• Familiarity with ITIL practices and application monitoring tools.
• Experience with automation, application integrations, or process improvement.

About Cox Media Group

CMG Media Corporation (d/b/a Cox Media Group) is an industry-leading media company with unparalleled brands, award-winning content, and exceptional team members. CMG provides valuable local and national journalism and entertainment content to the people and communities it serves. The company's businesses encompass 17 high-quality, market-leading television brands in 9 markets; 45 top-performing radio stations delivering multiple genres of content in 9 markets; and numerous streaming and digital platforms. CMG's TV portfolio includes multiple primary affiliates of ABC, CBS, FOX, NBC, Telemundo and MyNetworkTV, as well as several valuable news and independent stations. For more information about CMG, visit www.coxmediagroup.com

CMG is a special place. Here, we rely on our winning mindset and deep expertise to find creative solutions, think differently, and work together to positively impact the people and communities we serve. It's where we connect and inspire diverse audiences every day and everywhere with our unmatched content, products, services and people.

At CMG, we take pride in our collaborative and open environment, where everyone feels valued, seen and heard. Our shared commitment to living our company's core Values – Teamwork, Integrity, Quality and Fiscal Responsibility - propels us every day, in everything we do. We encourage you to explore #LifeAtCMG, where you can bring your best, authentic self to work, think boldly and make a difference.

If you are currently a CMG employee, please log into THRIVE to access our internal career center.

CMG is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, veteran status, disability, genetic information, or any other characteristic protected by applicable law.