Technical Product Support Analyst

What You'll Do

Hearst Technology Services (HTS) is hiring a Product Support Analyst to work on the MediaOS Platform. MediaOS is a corporate-wide digital publishing platform powered by data-driven tools. The platform is designed to help digital editors achieve their goals more efficiently and effectively and publish to an audience of millions across our digital brands.

We are seeking candidates who will be responsible for interfacing directly with users to field end-user queries, resolve issues and diagnose system bugs based on user feedback.

The Product Support Analyst is also expected to become highly familiar with the MediaOS and digital editorial processes across the organization to prioritize and troubleshoot user issues and escalate appropriately.

This role will also be responsible for proactively monitoring user support issues to identify patterns-including recurring questions about functionality or documentation-and interfacing with the Product and Learning Experience teams to develop platform enhancements to address their root cause(s). They will also assist in in planning, executing, and deploying future MediaOS functionality and projects.

Come join a group of multi-functional UX, training, communications, and support team members committed to providing an excellent end user experience.

• Primary contact for MediaOS day-to-day end user support with an in-depth knowledge of the MediaOS products and end user functionality
• Troubleshoot and resolve MediaOS end user issues related to functionality, escalating to the appropriate team if needed
• Responsible for MediaOS day-to-day end user communication (requests for improvements, updates, issue resolution, help communicate changes, etc.).
• Document and track all end-user issues
• Generate and distribute regular incident/support reports
• Proactively identify user support patterns or trends and issues, and report these to the appropriate stakeholders to improve end user support and the user experience
• Maintain a knowledgebase for the MediaOS Product Support team
• Provide suggestions and execute on support process improvements and requirements.
• Collaborate with end-users, product teams and the governance committee to track, enhance and maintain metrics on MediaOS usage
• Assist in onboarding additional sites and users
• Support additional technologies and applications as needed

Qualifications

• 2+ years' experience in product support highly desirable
• Bachelor's degree preferred or equivalent work experience
• Solid written and verbal communication skills
• Highly organized and driven with strong attention to detail
• Experience collaborating with stakeholders and cross-functional team members to communicate with a number of individuals throughout the organization
• Committed to creative problem solving and proactively prioritizing work

As part of its continued efforts to maintain a safe workplace for employees, Hearst requires that all employees who receive a written offer of employment on or after May 1, 2022 be fully vaccinated (as defined by the CDC) against the coronavirus by the first day of employment as a condition of employment, to the extent permitted by applicable law. Hearst will consider requests for reasonable accommodations due to medical and/or religious reasons on an individual basis in accordance with applicable legal requirements.

Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19% of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.

Hearst is an Equal Employment/Affirmative Action employer. Hearst does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, veteran status, or any other characteristic protected by federal, state, or local law. Follow us on Twitter @Hearst. To learn more about Hearst, visit hearst.com.