Systems Analyst I in Atlanta, GA at Cox Media Group

Date Posted: 4/7/2021

Job Snapshot

Job Summary

As a DCS Systems Analyst I you will be part of a Tier 2 support team that is positioned to facilitate support for CMGt internal customers enabling them to provide the best end-user experience possible. The candidate for this position should have excellent problem-solving and analytical skills, have a strong desire to continue learning, and is excited at the prospect of helping people.

The ideal candidate should be process-oriented, and willing to participate with the team in streamlining and improving existing processes, while identifying opportunities to surprise our customers and partners with novel and dynamic solutions. This role includes being part of an on-call rotation in partnership with a team of 3 analysts.

Qualifications:

  • Participate in the day-to-day Tier 2 operations and support of CMG's application platforms, including 24x7x365 support for issues reported via the Service Desk ticketing system.
  • Participate in the On-call support roster, facilitating triage and further escalation where needed, for issues impacting business continuity outside of regular business hours.
  • Work closely with the team to improve support processes to maintain our high level of customer satisfaction while improving efficiency and taking on additional operational responsibilities
  • Maintain production support and availability for all CMGt supported products, including new product deployments. Gather requirements unique to each product supported, understand the value the product affords the business
  • Work closely with other teams in the CMGt Operational support function including liaison with Tier 1 Service Desk provider, partnerships with other IT support organizations, as well as familiarity with all related support tools.

 

 

What we look for

Minimum 

  • 2+ years experience in a customer support or liaison role working with multiple application platforms
  • Familiar and experienced with Service Desk industry tools and Media industry digital platforms, including (but not limited to): ServiceNow, SendWordNow, CMS Platform methodologies.
  • Familiarity with HR and Finance related platforms, including SAP and ADP.
  • Must be demonstrably able to implement processes and technology in operations, and technology areas.
  • Must have strong, clear, and concise communication skills, and know when to e-mail vs when to call.
  • Must be comfortable working across multiple platforms, including (but not limited to): Windows, MacOS, Android, iOS.

Preferred 

  • Technical degree and/or equivalent experience in troubleshooting, SaaS management, web development, and/or software development.
  • Familiarity with SAP S4/Hana, Concur, WideOrbit, GAM, Operative, Monarch
  • Should have strong analytical, strategic, and creative problem-solving skills, ideally leveraging tools for storytelling like Gantt charts and/or pivot tables.
  • Should have proven ability to navigate the complex digital media landscape and effectively deliver operational objectives.
  • Should have experience using ticketing and tracking systems such as JIRA, Version One, or Service Now (list not all-inclusive).
  • Intermediate-level (or higher) JavaScript and HTML5 knowledge and experience.
  • Proven experience in making change and negotiating across groups to ensure project/team needs are met.
  • Experience with Agile project teams as a contributor.

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