Support Analyst (12 month FTC)

Operational Improvement & Efficiency

• Work directly with lawyers and business affairs teams to standardise global documentation.
• Create standardised templates and workflows.
• Review generated documents to ensure that data has rendered correctly.
• Identify missing, inconsistent or unclear terms and raise these with the relevant lawyer.

Application Support

• Become a subject-matter expert in the day-to-day use of your application.
• Support business users with training and guidance.
• Identify application defects, errors or unexpected system behaviour.
• Record issues clearly, including the steps taken, data entered, expected outcome and actual outcome. Provide screenshots and example documents where required.
• Escalate technical issues to the Product Owner, Developers or Testers as appropriate.

Quality Assurance and Testing

• Test system outputs, updates and configuration changes before release.
• Create and execute straightforward test scenarios.
• Record defects and confirm whether fixes have been implemented successfully.
• Support regression testing to ensure that changes have not affected existing templates or functionality.

Process and Product Improvement

• Identify recurring user-experience issues, Suggesting improvements where necessary.
• Help document current processes and create simple user guidance.
• Support the Product Owner in gathering information from legal stakeholders.
• Assist with translating business or legal requirements into clear application rules.
• Contribute to user stories, acceptance criteria and testing scenarios as experience develops.
• Participate in team meetings, including daily stand-ups, refinement sessions and sprint planning where required.

We are looking for a highly organised and detail-oriented Support Analyst to support the operation and development of our in-house applications.

The primary focus of the position is to work directly with our technology, legal and business affairs teams to improve our efficiency. The successful candidate will be expanding upon our existing in-house applications.

The role combines administration, application support and quality assurance. Over time, the successful candidate will also have opportunities to contribute to application testing, process improvement, requirements gathering and product development.

This role would suit someone with experience in back-office administration or data entry who is interested in moving into legal technology, business analysis or product delivery. It would also suit a junior paralegal, law graduate or aspiring solicitor who is interested in legal operations and technology., * Strong attention to detail.

• Experience entering, reviewing or maintaining structured information.
• Ability to follow detailed processes
• Strong written English and proofreading skills.
• Confidence working with document-management systems.
• Ability to identify inconsistencies, missing information and obvious errors.
• Good organisational skills and the ability to manage multiple requests.
• Professional communication skills and confidence working internal teams
• Willingness to learn unfamiliar legal, technical and contractual terminology.
• Ability to recognise when an issue requires escalation

Desirable Skills and Experience

• A law degree, legal qualification or experience working in a legal environment.
• Experience preparing legal documents or formal correspondence.
• Experience using a case-management or document automation systems.
• Experience with Jira, Confluence or another issue-management platform.
• Exposure to software testing or user acceptance testing.
• An interest in legal technology, business analysis, product ownership or application development.
• Experience working in music, media, entertainment, publishing or intellectual property.
• Knowledge of more than one language.

Languages

Additional languages are highly desirable, but not essential

Interest will be given to candidates with skills in:

• Spanish
• Italian
• French
• Portuguese

Fluency is not required in every language. Candidates should clearly state their level of proficiency.

It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.