Location: GA-AtlantaJob Title: Systems Analyst IIPosition OverviewThe 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.
Req #: 2445 #LI-Onsite
