About TEGNA TEGNA Inc. helps people thrive in their local communities by providing the trusted local news and services that matter most. With 64 television stations in 51 U.S. markets, TEGNA reaches more than 100 million people monthly across the web, mobile apps, streaming, and linear television. Together, we are building a sustainable future for local news. 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. Benefits: TEGNA offers comprehensive benefits designed to safeguard the physical, mental and financial health of our employees and their families. TEGNA offers two medical plan options for full and part-time employees through Blue Cross Blue Shield of Texas, as well as access to dental and eye care coverage; fertility, surrogacy and adoption assistance; disability and life insurance. Our 401(k) program offers full, part-time and temporary employees the opportunity to contribute 1% - 80% of their pay on a pre-tax basis to TEGNA’s 401(k). Contributions made up to the first 4% of pay are eligible for a 100% match from the company and are 100% vested from day one. Regardless of participation in TEGNA medical plans, ALL employees and their eligible family members receive nine free virtual doctor’s appointments with a physician through Teladoc, and 12 free annual therapy sessions with a licensed clinician through Spring Health. TEGNA offers a generous Paid Time Off (PTO) benefit as well as nine paid holidays per year. * Some jobs are covered by a collective bargaining agreement and thus some or all of the benefits described herein may not apply. For example, some newsroom bargaining unit employees receive health and retirement benefits under plans administered by the union. EEO statement: TEGNA Inc. is a proud equal opportunity employer. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. We value and consider applications from all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. TEGNA will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email [email protected] Recruiting Fraud Alert: To all candidates: your personal information and online safety are important to us. Only TEGNA Recruiters or Hiring Managers will reach out to you regarding consideration of your application or background. Communications with TEGNA employees will either come from a TEGNA email address with a domain of tegna.com or one of our affiliate station domains. Recruiters or Hiring Managers will never request payments, ask for financial account information or sensitive information such as social security numbers. Privacy Notice for California Residents SMS Messaging Privacy Policy