Job Description
Music is UniversalIt'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 RoleThe Support & Business Analyst is a hybrid role focused on both operational support and business analysis within Universal Publishing Music group. This is an exciting opportunity to develop knowledge across multiple websites, applications, and territories whilst contributing to the analysis, improvement, and delivery of technology solutions.Working closely with the Senior Director - Synch & Production Music, Director of Production Music Systems, Head of CRM & Systems Integration, Product Owners, development teams, and business stakeholders, you will be involved in a full range of duties - playing a key role in strengthening communication and delivering training and support to our network of websites, tools and business stakeholders while also helping to identify business needs, gather requirements, analyse processes, and support the successful delivery of digital products and enhancements.The role offers excellent exposure to Product Management, Agile delivery methodologies, stakeholder engagement, and business process improvement.Key ResponsibilitiesDuties will include, but are not limited to:Assist Product Owners in gathering, documenting, and refining business requirements for new features, enhancements, and system improvementsAnalyse support trends, user feedback, and system usage data to identify recurring issues and recommend improvementsCollaborate with Product Owners to prioritise enhancement requests based on business value, user impact, and strategic objectivesSupport change management activities including stakeholder communications, training, and rollout planning for new functionalityCreate and maintain business process documentation, user stories, acceptance criteria, and training materialsSupport the Product Owners with rollout and communication of IT projects and managing the triage, prioritisation, escalation and resolution of website and product issuesProvide first line support and communication to both the business and internal teamsMonitoring 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 training and commsOwnership of:The UPM suite of tools including Cue Sheet Helper, Apple Final Cut Pro and Adobe Premiere ProSitecore 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 teamsSupport for Salescloud and Mulesoft integrations including territory training and assisting global teams with CMS enquiries. Includes requests and support for Marketing CloudUPM technology communication bulletins and communication with Application SupportManagement of Zendesk instancePost launch requirements gathering and prioritisation for the main UPM websiteGlobal Security Office requestsSkills and Experience RequiredYou 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.Strong problem-solving skills with an interest in business analysis and product developmentUnderstanding of Agile delivery methodologies and the software development lifecycleExperience gathering and documenting business requirements or process improvements would be desirableSitecore CMS and Salesforce CRM experienceExperience with ZendeskConfident with reporting and analysis toolsKnowledge of Jira and ConfluenceBroad musical knowledge baseKey BehavioursExceptional oral and written communication skills with the ability to work under pressureSelf-starter with a strong initiativeDemonstrate the ability to elicit and document requirements, analyse processes, and translate needs into actionable solutionsAnalytical thinkerHas a can-do attitude and enjoys working in a collaborative environment that is constantly changing and evolvingStrong attention to detailCurious and proactive in identifying opportunities for process improvement and operational efficiencyAbility to balance operational support responsibilities with project-based workStrong organisational skills with the ability to manage competing priorities across support and project activitiesAbout UMG UKWe 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 BenefitsGroup Personal Pension Scheme (between 3% and 9%)Private Medical Insurance25 paid days of annual leaveInterest Free Season Ticket LoanHoliday Purchase schemeDental and Travel Insurance optionsCycle to Work SchemeSalary Sacrifice CarsSubsidised Gym MembershipEmployee 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.Job Category:Universal Music Group