Systems Support Analyst

Lee Enterprises is seeking a talented Systems Support Analyst who will be responsible for supporting enterprise circulation, customer service, ticketing, and operational systems used by vendors, subscribers, and related business teams. This role provides day-to-day application support, ticket intake, issue triage, documentation, user guidance, QA/testing support, and escalation coordination for business-critical systems.

This position works closely with Audience Operations, development teams, product owners, vendors, and business stakeholders to help troubleshoot issues, validate fixes, document processes, and ensure support requests are routed and resolved effectively. The role supports systems including Falcon, Raven, DSI, BLOX, Discus, ticketing platforms, and internal intranet applications.

The Systems Support Analyst also assists with release verification, regression testing, defect documentation, knowledge base maintenance, and operational readiness for system changes. This role participates in a rotating on-call schedule to support critical business processes and production-impacting issues.

The ideal candidate is curious, adaptable, and willing to think beyond the immediate issue to identify better ways to support users, improve processes, and strengthen system knowledge. This role requires someone who is comfortable learning new tools, exploring new approaches, and helping the team use technology more effectively, including emerging tools such as AI where appropriate.

This is a remote, work from home position.

Essential Job Duties/Responsibilities:

• Provide daily support for enterprise circulation, customer service, and operational systems, including Falcon, Raven, DSI, BLOX, Discus, and internal intranet applications.
• Review, triage, route, and document support tickets to ensure issues are assigned to the appropriate team or resource.
• Assist users with system questions, account research, issue investigation, and operational troubleshooting.
• Support ticketing workflows, issue tracking, escalation processes, and service request documentation.
• Maintain clear and accurate documentation for support procedures, troubleshooting steps, known issues, business rules, and system processes.
• Use Falcon regularly to research accounts, review subscription activity, support issue resolution, and validate system behavior.
• Use DSI regularly to research accounts, review subscription activity, support issue resolution, and validate system behavior.
• Use BLOX to support digital and customer-facing workflows and assist with troubleshooting related support requests.
• Use Discus as needed to review accounts, stop users, and reference documented procedures.
• Support Raven and other internal applications by validating functionality, reviewing reported issues, and assisting with production support needs.
• Assist with QA/testing activities, including validating fixes, performing regression testing, supporting release verification, documenting defects, and confirming expected business behavior.
• Work with development and product teams to provide clear issue details, reproduction steps, screenshots, test evidence, and business impact information.
• Assist with system release readiness by reviewing release notes, validating changes, and helping identify potential support impacts.
• Coordinate with vendors, internal teams, and business users to research and resolve system or process issues.
• Help identify recurring issues, documentation gaps, training needs, and opportunities to improve support processes.
• Think creatively and proactively to identify process improvements, support efficiencies, documentation opportunities, and better ways to resolve recurring issues.
• Explore new tools, technologies, and support methods that may improve team productivity, issue research, documentation, testing, or operational visibility.
• Assist with the responsible use of AI-enabled tools where appropriate to support documentation, ticket clarity, research, testing, troubleshooting, and process improvement.
• Use Microsoft Office products, Teams to communicate, document, track, and report support work.
• Work in Customer.io to support operational communication workflows and related troubleshooting needs.
• Maintain awareness of PCI, SOX, and PII handling expectations and follow required procedures for sensitive customer, payment, and business information.
• Assist with basic data research and reporting needs, with a willingness to learn SQL for pulling and validating data.
• Participate in a rotating on-call schedule to support critical business systems and incident response.
• Other duties as assigned.

Required Skills:

• Experience supporting business applications or operational systems.
• Strong troubleshooting, research, and problem-solving skills.
• Ability to review support tickets, identify the issue, gather details, and route work appropriately.
• Ability to document issues clearly, including steps to reproduce, expected results, actual results, and business impact.
• Strong written and verbal communication skills.
• Comfortable working with both technical and non-technical users.
• Ability to maintain organized documentation, process notes, and knowledge base content.
• Ability to support multiple priorities, follow up on open items, and communicate status clearly.
• Willingness to learn additional Jira and Confluence functionality, including dashboards, documentation spaces, workflows, and support reporting.
• Basic understanding of PCI, SOX, and PII handling expectations.

Preferred Skills and Experience:

• Experience with Falcon, Raven, DSI, BLOX, Discus, Customer.io, or similar enterprise business applications.
• Experience working in a ticketing system such as Jira, Jira Service Management, Service Now, Zendesk, or similar tools.
• Experience creating or maintaining support documentation, knowledge base articles, troubleshooting guides, or operational procedures.
• Experience assisting with QA validation, regression testing, release verification, or defect documentation.
• Basic SQL knowledge or willingness to learn SQL for pulling data, researching issues, and validating system behavior.
• Experience supporting customer service, subscription, billing, payment, or revenue-impacting business processes.
• Experience working with cross-functional teams including development, product, vendors, business users, and support teams.
• Ability to understand business rules and translate issues into clear, actionable support or development tickets.
• Experience using AI tools to support documentation, research, ticket writing, testing, troubleshooting, or process improvement preferred.
• Willingness to learn, explore, and responsibly use AI-enabled tools to improve support quality, operational efficiency, and team knowledge sharing.
• Demonstrated ability to think outside the box, ask questions, learn new systems, and recommend practical improvements.

Education and Experience:

• High school diploma or equivalent required.
• Previous experience in application support, systems support, customer operations support, help desk support, or business operations support preferred.
• Equivalent combination of education, training, and experience will be considered.

Travel Required:

• Minimal travel may be required for team meetings, training, or business needs.

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