Music is Universal
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.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email [email protected].
The Role
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
Skills and Experience Required
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
About UMG UK
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.
Bonus Tracks: Your Benefits
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.
Universal Music Group
