Business Support Analyst

About The Philadelphia Inquirer, PBC

Since 1829, The Philadelphia Inquirer has been "asking on behalf of the people" by providing essential journalism for the diverse communities of the Philadelphia region. The Inquirer, a for-profit public benefit corporation owned by the non-profit Lenfest Institute, produces Pulitzer Prize-winning journalism that changes lives and leads to lasting reforms. Its multiple brand platforms - including newspapers, Inquirer.com, e-Editions, apps, newsletters, and live events - reach a growing audience of more than 10 million people a month. "In a free state, there should always be an inquirer asking on behalf of the people: Why? Why? Why?" - John Norvell, Inquirer co-founder

What You'll Do

As a Business Support Analyst, you will be responsible for monitoring the health of all applications across the company. You will be expected to gain in-depth knowledge of the software application and operational workflows, as well as understand the policies, procedures, and constraints of the business operation supported by the application.

You are expected to respond to application issues, work quickly with the team to diagnose problems, and get the systems back up and running. You will also be responsible for communicating with users and other stakeholders and reporting on the status when the service has been restored.

The Business Support Analyst will also be expected to work through finding the root cause of the issue and recommend what should be done in order to avoid this happening again. These recommendations could cover many things, such as process changes, improved monitoring, new errors, or additional user training.

Responsibilities:

• Prioritize and handle service requests and incidents submitted through Jira.
• Identify opportunities for process improvement and documenting the technical processes for application support (using Confluence)
• Resolve system problems including during non-business hours by providing off-hours support as needed
• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by the support team
• Responsible for installing, configuring, and administering applications and interfaces
• Working with a team to automate repeatable manual tasks
• Responsible for troubleshooting and resolving application or infrastructure issues

Who We're Looking For:

• Someone with proven experience in application level 2 support (minimum 3 years experience)
• Scripting experience (e.g.: PHP, Perl, Powershell, SQL, XML)
• Advertising and/or Circulation experience is a plus
• Familiarity with Naviga products is a plus
• Basic API query knowledge
• Knowledge of publishing systems is a plus
• Proactive and self-directed; able to work independently and take initiative
• Knowledge of both Windows and MAC operating systems
• Strong investigation and diagnostic skills
• Strong written and verbal communication skills
• Excellent customer service skills
• The ability to act with good intent at all times

Other Things To Know

We know not everyone reading this will fit exactly what we've described. We encourage everyone to apply who shares our passion for indispensable journalism and our drive to create a sustainable business model to support it. As an equal opportunity employer, The Inquirer is committed to fostering a diverse and inclusive culture, and we especially encourage members of underrepresented communities to submit an application, including women, people of color, veterans, LGBTQ+ people, and individuals with disabilities.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Other details

• Pay Type Salary

Apply Now