Software Support Analyst

Boston, MA
Full Time
Product & IT
Mid Level

Job Description: 

The Boston Globe is seeking an experienced Software Support Analyst with strong website and applications testing background to join our IT Newsroom Support Services (NSS) team.  The NSS team is responsible for supporting print and digital media CMS and other Newsroom operations and applications. NSS is the first line of support for all issues that are reported by Newsroom staff.

Responsibilities: 

  • Newsroom liaison: Facilitate solutions and advocate for the Newsroom. Maintain partnerships with other teams with a focus on Newsroom Support.
  • Vendor management and partnerships: Maintain relationships with system and content vendors to streamline support and improvements.
  • Newsroom user support: Dedicated daily support for troubleshooting and resolutions of any/all Newsroom-related system issues and technical questions.
  • ePaper management: Upgrades, deployment and support of the Boston Globe ePaper platform on iOS, Android and Desktop.
  • Communication: Notification of workflow changes, scheduled downtime and outages.
  • Give feedback on new features. Continually ask “how are we going to support this?” and help find the answer.
  •  On-call support: Point of escalation for overnight and weekend Newsroom support issues.
  • Training & documentation: Methode and ARC training for Editorial users. Training on new workflows. Create Training documentation for users. Document Newsroom workflow SOPs.
  • Creation of supporting content: Build components for new print and web sections and season content templates.
  • System setup and configuration: Work with Newsroom to set up new products. Manage changes to print and web sections. ARC workflow planning.
  • QA and testing: Test Methode CMS upgrades ahead of deployment. Work with the Product and QA teams to test new features against newsroom user workflow.
  • System monitoring: Find and follow-up on trends in recurring issues. Monitor user sentiment on Slack and in the Newsroom.  
  • Workflow definition and updates: Work with IT/Dev to define and implement Newsroom workflows. Work with Editorial on workflow requirements.

Qualifications:

  • 3-5 years of related web site and print content testing. 
  • 3-5 years of hands-on IT / Application support.
  • Knowledge of Software Development Life Cycle and , testing methodologies.  
  • Experience in Software analytics.
  • Experience in performing user training one on one and in groups.
  • The ability to prioritize and multitask successfully.  
  • Excellent verbal/written communication and strong collaborative skills. 
  • Respond to and/or facilitate the resolution of technical issues
  • Management of technology resources
  • Ability to change with the needs of the organization

Strongly Desired Skills: 

  • Strong knowledge of Active Directory
  • Experience in Okta  
  • Some desktop hardware support experience

Availability:

This position requires that you be available for on-call duties and shift flexibility. Ideal shift is 1pm to 9pm.

Vaccination Statement:

We require that all BGMP employees (including temporary employees, co-ops, interns, and independent contractors) be vaccinated from COVID-19, unless an exemption from this policy has been granted as an accommodation or otherwise. All BGMP employees, regardless of vaccination status or work location, must provide proof of vaccination status as instructed by the employee's designated Human Resources contact. Employees may request a reasonable accommodation or other exemption from this policy by contacting their designated Human Resources contact. Failure to comply with or enforce any part of this policy, or misrepresentation of compliance with this policy, may result in discipline, up to and including termination of employment, subject to reasonable accommodation and other requirements of applicable federal, state, and local law.

EEO Statement:

Boston Globe Media Partners is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, national origin, ancestry, genetic information, military or veteran status, pregnancy or pregnancy-related condition or any other protected characteristic. Boston Globe Media Partners is committed to diversity in its most inclusive sense.

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