• Support Systems Analyst

    Insight Global (New Brunswick, NJ)


    Job Description

    Purpose of the Role

     

    To provide daily operational and publisher support across this Customer’s intranet ecosystem. The Support Systems Analyst ensures a smooth and efficient experience for CMS editors and internal users. This role manages support communications, triages live issues, and maintains governance compliance. Working closely with the Senior Analyst, you will help enable faster turnaround, consistent quality, and improved user experience across internal platforms.

    Key Responsibilities

    • Monitor and triage inbox requests and systems via mailbox systems and intake tools (e.g., MS Forms), related to intranet platform access, permissions, and publishing issues – ensuring forms remain up to date and functional.

    • Assess and prioritize tickets based on urgency and scope, escalating to the appropriate team or pillar owner (e.g., People Experience Listening, Core, Connected, Ecosystem)

    • Provide first-level CMS troubleshooting, including issues related to:

    • Page publishing and content visibility

    • Tags, targeting, or metadata setup

    • HTML or embed troubleshooting

    • Page layout, widgets, or broken links

    • Assist in resolve front-end UX issues such as broken profiles, missing links, and navigation concerns.

    • Maintain accurate documentation of recurring issues and resolutions to improve the knowledge base.

    • Collaborate with the Senior Analyst and Product Manager to identify trends, process improvements, and automation opportunities.

    • Prepare reports summarizing ticket volumes, issue types, and turnaround metrics.

    • Assist with internal platform integrations and third-party tool support.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • Strong customer service mindset — patient, proactive, and detail-oriented.

    • Proficiency in Microsoft 365:

    • Required: Outlook, Excel, Microsoft Forms

    • Experience with mailbox systems, Outlook categorization, and documentation tools.

    • Familiarity with intranet platforms or CMS tools.

    • Proven ability to manage multiple support issues independently and meet competing deadlines.

    • Comfortable learning technical tools and following structured governance workflows.

    • Experience managing support queues or intake processes.

    • Excellent written and oral communication skills for global correspondence and live issue resolution. • Basic understanding of HTML and web publishing concepts (preferred not required).

    • Proficiency in Power Automate, Copilot

    • CMS tools like Unily or SharePoint preferred