Senior Application Support Specialist

This is a key role within our Global Partnerships transformation programme, focused on managing and enhancing ITV’s Rightsline (Rights Management & Licensing) and Alliant (Royalties Management) platforms. These systems are integral to how ITV licenses and distributes content across the world; your expertise will ensure they continue to deliver maximum value, reliability, and insight for the business.

Working as part of a cross-functional team, you’ll oversee application configuration, integrations, and continuous improvement across the connected ecosystem; including Salesforce, Marketing Cloud, Ironclad CLM, Content Hub, GCP, and Tableau. You’ll collaborate closely with both business and technical stakeholders, ensuring seamless system performance and high-quality data that enables growth, compliance, and operational excellence.

This is an exciting opportunity for someone who combines strong hands-on platform experience with business acumen and a passion for supporting transformation in the media and entertainment industry., * Manage change and maintenance (with data and architecture teams) of Rightsline, Alliant and Data (GCP) solution designs, integrations and data models.

• Collaborate with engineering, data, and product teams to integrate Rightsline & Alliant with ITV’s ecosystem (Salesforce, Content Hub, Ironclad CLM, ERP, analytics, AI, and automation).
• Stay up-to-date with ecosystem development, including Rightsline & Alliant product roadmap, integration release updates and best practices.
• Support TechOps strategies to reduce manual processes and improve efficiency across the business.

Business Alignment & Change Prioritisations

• Partner with users and stakeholders to identify opportunities for system and process improvements.
• Work with stakeholders and cross-functional teams to lead Rightsline related change and projects from inception to delivery, including testing (UAT/OAT).
• Coordinate release planning and manage dependencies across teams.
• Act as a subject matter expert for business users, advising on the best use of Rightsline and Alliant functionality.

Problem Resolution & Continuous Improvements

• Troubleshoot and resolve support issues, working within Agile Scrum and Kanban frameworks.
• Optimise platform performance and drive continuous improvement.
• Develop and execute QA and automation models to maintain high-quality releases.
• Support product testing and validation activities, ensuring quality and compliance.
• Manage vendor relationships and environment maintenance.

Data & Reporting

• Champion data accuracy and quality across all systems.
• Develop and maintain Tableau dashboards and self-service analytics tools.
• Work with business teams to ensure master and transactional data integrity.
• Develop and enforce governance policies to standardise processes across teams and ensure compliance (e.g. Legal and Security, GDPR, NIST, ISO27001, UK Cyber Essentials).

Service Management

• Support technology operations for the integrated Global Partnerships platform.
• Manage support requests, ensuring timely resolution and stakeholder communication.
• Participate in service reviews and training sessions as a subject matter expert.
• Support ITIL-aligned resilience and maintenance practices, including backup, recovery and observability.
• System performance and security observability and threat detection as part of the overall ProdSecOps tribe responsibilities.

• At least 5+ years’ experience in application support, configuration, or systems management, ideally within media, rights management, or SaaS platforms.
• Hands-on experience with Rightsline and preferably Alliant platforms.
• Strong understanding of the configuration capabilities, data models and integrations within Rightsline & Alliant.
• Proven ability to deliver and support enterprise SaaS implementations across functions such as Sales, Rights, Royalties and Licensing.
• Familiarity with Salesforce, Ironclad CLM and Marketing Cloud advantageous.
• Experience managing change and release cycles within Agile or ITIL frameworks.
• Proficiency with Jira, Confluence, Slack and Google Suite.
• Excellent analytical, organisational and troubleshooting skills.
• Comfortable collaborating across global time zones and supporting diverse user groups., * Strong communication and stakeholder management skills, with the ability to simplify complex technical concepts.
• Proactive, self-motivated, and comfortable owning tasks end-to-end.
• Highly detail-oriented with a structured approach to documentation and delivery.
• Experience working in a fast-paced, matrix organisation with competing priorities.
• Curiosity and enthusiasm for emerging technologies; particularly AI, automation and cloud solutions (AWS, GCP).
• SQL, scripting or data analysis skills would be a distinct advantage.
• A genuine passion for the media industry, rights management and digital transformation.