Support Analyst - (12 Month FTC)

The Support Analyst is a role which focusses on support and communication within the Universal Publishing Music group and is an exciting opportunity to develop both knowledge and provide first line support across multiple websites, applications, and territories.

In this role you will be working with the Senior Director - Synch & production Music, Director of Production Music Systems, Head of CRM & Systems Integration and Product Owners and will be involved in a full range of duties - playing a key role in strengthening communications and delivering training and support to our network of websites, tools and business stakeholders.

Key Responsibilities

Duties will include, but are not limited to:

• Supporting the Product Owners with rollout and communication of IT projects and managing the triage, prioritisation, escalation and resolution of website and product issues, providing first line support and communication to both the business and internal teams
• Ownership of:
• The UPM suite of tools including Cue Sheet Helper, Apple Final Cut Pro and Adobe Premiere Pro
• Sitecore CMS and user guide and support for global territories including prioritisation of changes and requirements raised by super-users and communicating new functionality and translation requirements to global teams
• Support for Salescloud and Mulesoft integrations including territory training and assisting global teams with CMS enquiries. Includes requests and support for Marketing Cloud
• UPM technology communication bulletins and communication with Application Support
• Management of Zendesk instance
• SEO requirements from our third-party agency
• Post launch requirements gathering and prioritisation for the main UPM website
• Global Security Office requests - ticket raising and prioritisation into sprints
• Partner websites
• Monitoring of application uptime and communication to the wider team and business stakeholders on live issue resolution(s)
• Integration with the primary build teams and attendance in build related meetings to understand Agile development methodology and to plan for any new Sitecore/ Salesforce training and comms

Do you have experience in Zendesk?, You will have a strong track record proving the ability to communicate with both internal teams and business stakeholders and have a can-do attitude - enjoying working in a collaborative and fast paced environment.

• Sitecore CMS and Salesforce CRM experience
• Experience with Zendesk
• Confident with reporting and analysis tools
• Knowledge of Jira and Confluence
• Broad musical knowledge base

Key Behaviours

• Demonstrate the ability to work with development teams and business stakeholders and to translate requirements
• Exceptional oral and written communication skills with the ability to work under pressure
• Self-starter with a strong initiative
• Analytical thinker
• Has a can-do attitude and enjoys working in a collaborative environment that is constantly changing and evolving
• Strong attention to detail

Pulled from the full job description

• Annual leave
• Employee discount
• Company pension
• Private medical insurance
• Cycle to work scheme
• Season ticket loan
• Discounted gym membership, * Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder’s specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.

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., We are Universal Music Group UK - the UK’s leading music-based entertainment company. We exist to shape culture through the power of artistry. We help UK artists produce, distribute and promote the most critically acclaimed and commercially successful music to inspire and entertain fans at home and around the world.