Support & Business Analyst (12 Month FTC)

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.

The 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 Responsibilities

• Assist Product Owners in gathering, documenting, and refining business requirements for new features, enhancements, and system improvements.
• Analyse support trends, user feedback, and system usage data to identify recurring issues and recommend improvements.
• Collaborate with Product Owners to prioritise enhancement requests based on business value, user impact, and strategic objectives.
• Support change management activities including stakeholder communications, training, and rollout planning for new functionality.
• Create and maintain business process documentation, user stories, acceptance criteria, and training materials.
• Support the Product Owners with rollout and communication of IT projects and managing the triage, prioritisation, escalation and resolution of website and product issues.
• Provide first line support and communication to both the business and internal teams.
• Monitor application uptime and communicate to the wider team and business stakeholders on live issue resolution.
• 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 comms.
• 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.
• Post launch requirements gathering and prioritisation for the main UPM website.
• Global Security Office requests.

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.
• Strong problem‑solving skills with an interest in business analysis and product development.
• Understanding of Agile delivery methodologies and the software development lifecycle.
• Experience gathering and documenting business requirements or process improvements would be desirable.
• 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

• Exceptional oral and written communication skills with the ability to work under pressure.
• Self‑starter with a strong initiative.
• Demonstrate the ability to elicit and document requirements, analyse processes, and translate needs into actionable solutions.
• Analytical thinker.
• Has a can‑do attitude and enjoys working in a collaborative environment that is constantly changing and evolving.
• Strong attention to detail.
• Curious and proactive in identifying opportunities for process improvement and operational efficiency.
• Ability to balance operational support responsibilities with project‑based work.
• Strong organisational skills with the ability to manage competing priorities across support and project activities.

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.