At a Glance
- Tasks: Support and communicate within the Universal Publishing Music group, providing first line support across multiple platforms.
- Company: Join Universal Music, the world’s leading music company with a vibrant and inclusive culture.
- Benefits: Enjoy competitive benefits including private medical insurance, annual leave, and employee discounts.
- Other info: Embrace a collaborative environment with opportunities for growth in a fast-paced industry.
- Why this job: Be part of a dynamic team shaping the future of music while developing your skills.
- Qualifications: Experience with Sitecore CMS, Salesforce CRM, and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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 UniversalMusicCareers@umusic.com.
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.
Job Category:
Universal Music GroupSupport Analyst – (12 Month FTC) in London employer: Universal Music
Universal Music Group UK is an exceptional employer that fosters a vibrant and inclusive work culture, where creativity and collaboration thrive. As a Support Analyst, you will benefit from comprehensive training and development opportunities, alongside a competitive benefits package including private medical insurance, generous annual leave, and employee discounts. Located in the heart of the UK's music industry, you'll be part of a passionate team dedicated to shaping culture through artistry, making this role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst – (12 Month FTC) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at Universal Music. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Universal Music's projects and values. Show them you’re not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 3
Practice makes perfect! Get a mate to do mock interviews with you. This will help you articulate your thoughts clearly and boost your confidence when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds. Plus, it’s just good manners!
We think you need these skills to ace Support Analyst – (12 Month FTC) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your experience with Sitecore CMS, Salesforce CRM, and any relevant support roles you've had. We want to see how your skills align with what we're looking for!
Show Off Your Communication Skills:Since this role involves a lot of communication with both internal teams and business stakeholders, be sure to showcase your exceptional oral and written communication skills in your application. We love candidates who can express themselves clearly and effectively!
Demonstrate Your Can-Do Attitude:We’re all about that positive vibe! In your application, share examples of how you’ve tackled challenges in previous roles. Show us that you’re a self-starter who thrives in a collaborative and fast-paced environment.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Universal Music
✨Know Your Stuff
Make sure you brush up on your knowledge of Sitecore CMS, Salesforce CRM, and Zendesk. Familiarise yourself with the tools mentioned in the job description, as well as any relevant reporting and analysis tools. This will show that you're not just interested in the role but also prepared to hit the ground running.
✨Show Off Your Communication Skills
Since this role involves a lot of communication with both internal teams and business stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated complex information in the past, especially in high-pressure situations. This will demonstrate your exceptional oral and written communication skills.
✨Embrace the Collaborative Spirit
Universal Music values teamwork, so be ready to discuss your experiences working in collaborative environments. Think of specific instances where you contributed to a team project or helped resolve conflicts. Highlighting your can-do attitude and ability to adapt will resonate well with the interviewers.
✨Prepare for the Unexpected
Given the fast-paced nature of the role, be ready for questions that test your problem-solving skills. Consider scenarios where you've had to think on your feet or manage multiple priorities. Showing that you can handle change and remain calm under pressure will set you apart from other candidates.
