Description:
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