Application Support Analyst

Job Description

Overview

This position provides high quality and timely Tier 2 Application Support services to end users in the organization for numerous Media Systems applications.

The focus of the role will be to support the Discovery Networks Latin America (DLA) region and the Global Ad Sales and research applications, as part of the Business Systems & Operations at Discovery. The Application Support analyst will work with the Discovery Inventory Management, Scheduling, Air Time Sales and Research user groups. The role will involve the successful analysis, troubleshooting and resolution of business software application issues.

Working with multiple user groups across Discovery International, the Application Support Analyst will manage incoming issues from initial report of the incident until implementation of the resolution, as well as perform the required QA tasks as assigned. Issue / problem management and QA tasks will be a major part of the role along with some project-based work.

The Application Support Analyst must possess excellent customer service and communication skills. Strong Multi-tasking skills are also required as the Support analyst must juggle multiple, high priority tickets simultaneously while maintaining professionalism.

This position provides operational support for application vendor, business application systems, system maintenances, releases, system administration and debugging data issues.

The analyst will analyze, perform and track system configuration, support release management tasks, and any maintenance as required. The Application Support analyst will also act as a subject matter expert for the functions assigned to them, as a liaison to the business and IT units. This includes interaction with business users, Service Desk staff, business analysts, quality assurance analysts, and software development teams to resolve application and environment problems.

There may be a need for evening and weekend support for critical issues or release deployment tasks. The Application Support Analyst is responsible for coordinating with the Support team to migrate software releases to production, perform required testing and execute any assigned scheduled tasks.
Other key responsibilities include the monitoring and responding to assigned ServiceNow tickets from users/customers and following configuration management best practices.

The Application Support Analyst works under direct supervision of the Global Support Manager.

Responsibilities
• Provide 2nd level support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long-term software solution with business analysis and development team.
• Develop and maintain effective working relationships with business customers to maintain business expertise and alignment.
• Clear understanding of software development lifecycle methodologies and documentation standards
• Provide functional and business expertise for IT projects and business systems support
• Monitor (ServiceNow) trouble management system to ensure all reported production issues are addressed according to published service level agreement
• Prioritization of production issues and coordination of standard business initiatives.
• Provide system expertise to IT training team in support of new employee training and ongoing system training needs
• Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues.
• Work with Development & IT Infrastructure team to debug performance problems
• Participate in technical design reviews to ensure user requirements are met by QA testing
• Provide operational support for vendor and in-house business applications.
• Coordinate Review and respond to system audit alerts in a timely manner.
• Maintain up-to-date documentation and procedures that define the operability of the application and system administration.
• Monitor severs for performance and service interruption.
• Maintain configuration of multiple environments and support the implementation of application patches and releases.
• Perform configuration management for implementation of new system functionality into production.
• Provide and coordinate support for the QA environment and the QA team
• Participate in cross-functional teams to address business or systems issues.
• Support Infrastructure and Application enhancements.
• Support New Network Launches and Rebrands configuration.
• Provide yearly upfront support including after hours and weekend support as needed.
• Develop and execute IT test plans and coordinate IT testing and UAT activities as needed.
• Participate in the design process to ensure that business requirements are being satisfied
• Ensure compliance with Discovery's Software Development Lifecycle documentation and mandated compliance requirements with the application change management process.
• Ensure that scheduled jobs (e.g., SSIS packages, cron jobs) complete successfully and escalate to the Lead when needed in the case of complex discrepancies
• Ability to write, modify, and execute basic SQL queries for Oracle and SQL Server databases.
• Assimilate system knowledge and application functional logic through the review of system specs, and requirements documentation.
• Communicate issue status to internal and external stakeholders, including senior leadership
• Perform prescribed tasks to maintain compliance with all ITIL, SDLC, SOX, and Internal Audit requirements for all application changes
• Perform other relevant duties as assigned

Qualifications
• Bachelor's degree in Information Systems, Computer Science, or related field from an accredited university.
• Broadcast/Media Industry Experience.
• Good working knowledge of BTS Ad Sales application (Preferred), or experience with Ad Sales applications.
• Bilingual. Fluent English and Spanish.
• 3-4 years of Application Support experience.
• Ability to work across multi-cultural virtual teams.
• Ability to multitask and ensure that overall priorities are being met.
• Quick Learner. Ability to read, interpret, and utilize technical software documentation for trouble ticket solution execution.
• Strong organizational and problem-solving skills
• Strong analytical skills. Detail oriented and able to complete duties with a high level of accuracy.
• Familiarity with MS Office products; primarily Excel – ability to troubleshoot, debug, create pivots, etc.
• Cursory understanding of Infrastructure technologies, SQL database, system design and architecture.
• Legal right to work in the US.

Business Services Supported (Primary Applications supported)

Responsibilities listed are a guideline to the primary areas or responsibility, but the role is not limited to these areas
• International
• BTS (Ad Sales for DLA, DNAP and Italy)
• Landmark
• Mediaflex / Ricksson Integration
• IBMS Custom Reports
• Break Builder / Air Time Designer
• Move-It Transfers & Integrations
• Advantage (2X) / TechEdge
• Others as assigned

Jobcode: Reference SBJ-gwm8wn-3-138-200-66-42 in your application.