Information Technology
– Digital Publishing Support Analyst IV Chesapeake, VA, USA ?
Knoxville, TN, USA ?
Los Angeles, CA, USA ?
Manhattan, New York, NY, USA ?
McLean, VA, USA ?
Memphis, TN, USA ?
New York, NY, USA ?
Shreveport, LA, USA ?
Tallahassee, FL, USA ?
Tucson, AZ, USA ?
Ventura, CA, USA ?
Woodland Hills, Los Angeles, CA, USA ?
Virtual Req #15473 Thursday, April 29, 2021 Gannett Co.,Inc.
(NYSE: GCI) is a subscription-led and digitally focused media andmarketing solutions company committed to empowering communities to thrive.
Withan unmatched reach at the national and local level, Gannett touches the livesof millions with our Pulitzer-Prize winning content, consumer experiences andbenefits, and advertiser products and services.
Our current portfolio of mediaassets includes USA TODAY, local media organizations in 46 states in the U.S.,and Newsquest, a wholly owned subsidiary operating in the United Kingdom withmore than 120 local news media brands.
Gannett also owns the digital marketingservices companies ReachLocal, Inc., UpCurve, Inc., and WordStream, Inc., whichare marketed under the LOCALiQ brand, and runs the largest media-owned eventsbusiness in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com.
Digital Publishing Support Senior Analyst Reports To: Sr.
Manager, Digital Publishing Support Team Description The Digital Publishing Support team provides level3 support to our internal customers.
Members of the team act as stakeholders on key projects and strategic initiatives and serve as mentors for Help Desk support staff.
Technologies:Platforms: Expertise in remote support/ administration of Enterprise Applications; understanding of mobile device support (iOS/ Android) desirableApplications: Broad knowledge and experience in supporting and administration of Apache, IIS, Web-based Content Management Systems and Web application frameworks; Demonstrated ability in managing a Support/ Issue Tracking ticket system.
Experience with web-based (Application Programming Interface) API endpointsDatabases: General knowledge of Microsoft SQL Server, MySQL or other similar database platformsCaching: Understanding of the use of a content delivery network (CDN) for distributed web site delivery and caching; Akamai, Fastly or similarMonitoring: Working knowledge of the use of Adobe SiteCatalyst, NewRelic, Sumo Logic, Splunk, ScienceLogic EM7 or similar for web site performance and general environment health monitoring; detailed tiered application performance monitoring; traffic analytics analysisLanguages: Detailed knowledge in one or more of HTML/CSS, JavaScript, XML, Bash, Perl or other similar scripting or markup languages.Version Control:Should have working knowledge of software version control systems like GitHub.Network/Environment: Understanding of and experience working with complex multi-tiered environments; large scale networks and the Internet, interconnectivity of tiered applications, services and servers, DNS; specific to Web-based applications and services is highly desirable.Process: Detailed knowledge and experience of the creation of technical documentation and training; excellent written and verbal communication skills required Responsibilities: The Digital Publishing Support Senior Analyst will provide outstanding service to our customers in an effort to meet their needs and exceed their expectations as part of the Technology Support Center.
This position is assigned to the Digital Publishing Support team, which troubleshoots and responds to issues escalated by the Services Desk when no standard solution exists.
The team collaborates with customers, vendors, Gannett Digital staff, and technologists on root cause analysis and resolutions.
Specific Duties/Assignments: Senior Analysts have the responsibilities of Support Analysts plus the following: Investigate and diagnose problems that require expert knowledge and skills at the browser, application, database, and network layers. Manage problems and events introduced by vendor releases, defects, performance bottlenecks, and other production barriers. Investigate and resolve underlying problems. Escalate issues to vendors. Report vendor issues. Support new applications and upgrade launches. Rapidly resolve issues. Perform application services such as re-caching, re-indexing, and re-starts. Set up and analyze monitoring to detect events, and traffic and user issues. Write scripts to collect and analyze application data for troubleshooting and analysis. Adjust language or terminology to the characteristics and needs of the audience. Utilize available job aids, support tools, and online documentation. Perform Major Incident Management functions including escalation of issues, sending market/customer notifications, participating in bridge calls and updating leadership.
Required Skills/Experience/Qualification: Must be dedicated to providing excellent customer service.
Professional, positive and amicable attitude and demeanor.
Demonstrated appropriate discretion and sensitivity with customers and colleagues.
Top-notch communications and interpersonal skills, and listening comprehension.
Ability to follow written and verbal directions.
Ability to work both independently and collaborate as part of a team.
Must be self-motivated, organized, thorough, and detail-oriented.
Be able to work quickly and be calm under pressure.
Strong analytical and creative problem solving skills.
Ability to investigate, understand and clearly communicate solutions to non-technical customers.
Must display commitment to teamwork and excellent customer service.
Meet or exceed expectations of internal and external customers.
Must possess solid understanding and knowledge of publishing environment, publishing products, systems architecture and policies.
Strong technical writing skills Perform quality work that has been tested with an emphasis on the highest possible accuracy.
Education and Related Experience: Bachelor’s degree or equivalent; Minimum three years Tier 2 experience in an application support or service desk environment.
Three or more years experience working with Internet applications, services and technologies.
Experience should include some understanding of networking/distributed computing environment concepts, client-server architecture, operating system concepts, relational and/or object databases and application development and deployment.HTML, XML, and JavaScript skills.Understand mobile site, iOS, Android and advertising delivery for mobile devices, tablets, and smart-phones.Understand how mobile browsers work and key differences of the most popular mobile devices, tablets, and smart-phones.
Understand large-scale web applications for content management systems, advertising, data feeds, etc.Understand multi-tiered web server, application, database and network environments.
Gannett Co., Inc. is a proud equal opportunity employer.
We are a drug free, EEO employer committed to a diverse workforce.
We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.
Other details Job Family Digital Support Job Function Technology Pay Type Salary Apply Now Chesapeake, VA, USA Knoxville, TN, USA Los Angeles, CA, USA Manhattan, New York, NY, USA McLean, VA, USA Memphis, TN, USA New York, NY, USA Shreveport, LA, USA Tallahassee, FL, USA Tucson, AZ, USA Ventura, CA, USA Woodland Hills, Los Angeles, CA, USA Virtual Share this job: