Operations Analyst

This Operations Analyst role is part of a team that owns the day-to-day monitoring, support, and operational stability of TEGNA's broadcast and digital platforms while providing advanced support to stakeholders and business-critical applications. You'll work closely with distributed IT teams, engineering, and vendors in a 24x7 support environment—triaging incidents, resolving tickets, and keeping services online. Automating the repetitive task with AI and workflow tools. You'll leverage intelligent ticket routing, help implement our next predictive monitoring solution, and automations. Clear ownership from intake through resolution, sharp communication, and the ability to work across technical teams.

• Incident Support & Workflow Automation 
  Own support tickets in ServiceNow from intake through resolution, with responsibility for issues spanning PC/Mac endpoints, imaging workflows, collaborative tools (Teams/O365), and emerging AI/workstream tooling. Troubleshoot complex endpoint issues across Intune (device compliance, conditional access, app distribution), hybrid identity systems (Okta, AD, Entra), and Exchange Online. Leverage Moveworks for intelligent ticket intake, prioritization, and automated routing to reduce manual triage. Coordinate cross-functionally with remote teams, document root causes and remediation steps in ServiceNow, and drive first-contact resolution rates. Identify automation opportunities—flagging repetitive tickets for workflow automation, knowledge gaps, and tooling inefficiencies that slow resolution. The role is also responsible for monitoring and supporting patch compliance.
• System Monitoring and Operational Support 
  Provide proactive monitoring and day-to-day operational support for critical broadcast and streaming systems by responding to PagerDuty alerts, performing routine health checks in New Relic and native monitoring platforms, identifying early warning indicators, and taking preventative action to avoid service disruption. Own operational dashboards and alert tuning to reduce noise and catch real issues early.
• Problem Management and Documentation 
  Analyze, resolve, and document incidents and recurring problems using structured root cause analysis. Capture resolutions, workarounds, and lessons learned in ServiceNow knowledge articles and operational runbooks. Drive continuous refinement of documentation to reduce repeat tickets and improve first-contact resolution rates.
• Knowledge Management and Operational Readiness 
  Create, maintain, and improve operational documentation, standard operating procedures, and knowledge base content to support the Service Desk and enable effective remote handoffs across distributed teams. Build self-service resources that reduce support load and empower end users.
• Operational Flexibility and Continuous Improvement
  Adapt to changing priorities and operational demands, take ownership of assigned work, and constructively challenge existing tools and processes. Identify automation opportunities and champion process improvements that increase reliability, efficiency, and support outcomes.
• Team Collaboration and Remote Support 
  Collaborate effectively with a globally distributed, remote-first team, including engineers, application owners, and broadcast/streaming operations. Support handoffs across time zones and enable a follow-the-sun operating model with clear communication and documentation.

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, supporting enterprise applications, infrastructure, and end-user environments in a production or 24x7 support setting.
• Demonstrated experience supporting broadcast, media, or digital workflow systems, including server platforms, end-user computing orchestration, and monitoring/management toolsets. Cloud and hybrid environment experience is a plus.
• Strong working knowledge of IT service management practices and tooling, including ITIL concepts, incident and problem management, knowledge management, and ServiceNow.
• Hands-on experience with automation and scripting technologies, such as PowerShell, Python, or similar languages, used to improve operational efficiency and reduce manual support effort.
• Proven ability to manage and prioritize multiple concurrent tickets, incidents, or tasks, working independently while collaborating effectively with remote and globally distributed teams.
• Effective written and verbal communication skills, with the ability to clearly document issues and resolutions and communicate technical information to a wide range of internal customers and business partners.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues and identify practical, repeatable solutions.