Systems Analyst II

Position Overview

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.