Operations Analyst

This Operations Analyst role is part of a team ensuring the day-to-day monitoring, support, and operational stability of TEGNA's broadcast and digital platforms.

You will work closely with distributed IT teams, engineering, and vendors in a 24x7 support environment, triaging incidents, resolving tickets, and keeping services online. You will automate repetitive tasks with AI and workflow tools, leverage intelligent ticket routing, help implement predictive monitoring solutions, and drive automation.

Responsibilities:

• Incident Support & Workflow Automation: Own support tickets from intake through resolution, troubleshooting complex endpoint issues, leveraging Moveworks for intelligent ticket intake, and coordinating cross-functionally with remote teams.
• System Monitoring and Operational Support: Provide proactive monitoring and day-to-day operational support for critical broadcast and streaming systems, responding to PagerDuty alerts, and performing routine health checks.
• Problem Management and Documentation: Analyze, resolve, and document incidents and recurring problems using structured root cause analysis, capturing resolutions and lessons learned in ServiceNow knowledge articles.
• Knowledge Management and Operational Readiness: Create, maintain, and improve operational documentation, standard operating procedures, and knowledge base content.
• Operational Flexibility and Continuous Improvement: Adapt to changing priorities, take ownership of assigned work, and champion process improvements.
• Team Collaboration and Remote Support: Collaborate effectively with a globally distributed, remote-first team, supporting handoffs across time zones.

Requirements:

• College degree, relevant certifications, or equivalent hands-on experience in IT operations, service desk, or enterprise support roles.
• Three or more years of experience in an operations or advanced helpdesk role.
• Demonstrated experience supporting broadcast, media, or digital workflow systems.
• Strong working knowledge of IT service management practices and tooling, including ITIL concepts and ServiceNow.
• Hands-on experience with automation and scripting technologies.
• Proven ability to manage and prioritize multiple concurrent tickets, incidents, or tasks.
• Effective written and verbal communication skills.
• Strong analytical and problem-solving skills.

Benefits:

• Comprehensive benefits including medical, dental, and eye care coverage.
• 401(k) program with company match.
• Paid Time Off (PTO) and paid holidays.
• Access to virtual doctor's appointments and therapy sessions.