Operations Analyst

Operation Analyst

Position Overview

TEGNA is looking for Operation Analyst to join the dynamic engineering team. This role is responsible for the day-to-day monitoring, support, and operational stability of TEGNA’s technology platforms, including broadcast, streaming, and OTT systems, while providing advanced helpdesk support to end users and business-critical applications. The position works closely with distributed IT teams, streaming, and digital teams, as well as vendors and service partners, to resolve incidents, manage tickets, and maintain service levels in a 24x7 support environment. Clear documentation, effective communication, and ownership of issues from intake through resolution are critical to ensuring reliable linear and digital content delivery.

What You’ll Do

• Handle and resolve ServiceNow support tickets from intake to closure within defined SLAs.
• Provide Tier 1 & Tier 2 technical support for PC, Mac, Android, and iOS devices.
• Support collaboration platforms, workstreams, and AI tools.
• Monitor critical systems and applications proactively to prevent service disruptions.
• Perform routine health checks, respond to alerts, and provide operational support.
• Troubleshoot incidents and perform root cause analysis for recurring issues.
• Document resolutions, workarounds, SOPs, and knowledge base articles in ServiceNow.
• Maintain operational documentation and improve knowledge management processes.
• Adapt to changing priorities and contribute to process and operational improvements.
• Collaborate with globally distributed teams to support a follow-the-sun support model.
• Coordinate effectively with engineers, application owners, and operations teams for issue resolution.

What You Bring

• Degree, relevant certifications, or equivalent hands-on experience in IT Operations or Service Desk support.
• 3+ years of experience in IT operations, advanced helpdesk, or enterprise support environments.
• Strong troubleshooting skills for PC, Mac, Android, and iOS hardware/software.
• Hands-on experience with Active Directory, Office 365, and identity management.
• Good understanding of ITSM practices including Incident, Problem, and Knowledge Management.
• Experience working with ServiceNow and ITIL-based support processes.
• Ability to manage multiple tickets and priorities independently in a fast-paced environment.
• Strong communication, documentation, analytical, and problem-solving skills.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience supporting broadcast, streaming, OTT, or media platforms.
• Knowledge of monitoring tools such as Splunk, Datadog, or SolarWinds.
• Experience with endpoint management tools like Intune, SCCM, or Jamf.
• Familiarity with cloud platforms such as AWS, Azure, or GCP and hybrid infrastructure environments.

Why TEGNA

At TEGNA, our values guide everything we do. We Demand the Truth by delivering accurate, trusted information. We Work Smarter by finding better ways to solve problems and move quickly. We Do the Right Thing by holding ourselves to the highest standards. And We Win by working together to deliver results. If you’re ready to grow your career in corporate communications and be part of a team that lives these values every day, we’d love to hear from you.