Application Support Analyst, Biblio (12 month FTC)

Hachette UK; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

28 annual leave days, increasing with service

Community days

Summer hours

Retail discounts

Cycle to Work scheme

Wide-ranging training library

Development programmes

Up to 70% off book purchases

Charity bookshelf

Season ticket loans

Season ticket loans

Job summary

A major book publishing company in London is looking for an Application Support Analyst to enhance user experiences with their key Publishing systems. You will manage query resolutions, support incident management, and collaborate with various stakeholders. The ideal candidate should have a background in IT or Publishing, showcasing analytical skills and a commitment to providing excellent service. The role offers generous leave, retail discounts, and personal development opportunities in a hybrid work environment.

Qualifications

• Background in IT or Publishing is preferred.
• Ability to resolve user queries and manage incidents.
• Flexibility and relationship-building skills are crucial.

Responsibilities

• Provide support for end user experience on key Publishing systems.
• Manage day-to-day query resolution and incident management.
• Collaborate with third-party suppliers and internal teams.

Skills

IT knowledge

Analytical skills

Enthusiasm and commitment

Job description

Overview

Hachette UK is a creative powerhouse and the UK's second largest book publishing group. Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

We're made up of 10 autonomous publishing divisions and over 60 imprints with a rich and diverse history and an incredible range of authors. We're also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Octopus, and Bookouture. They publish fiction and non-fiction in digital, audio and print format, from the world's best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O'Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead, and Malala Yousafzai. Hachette Children's Group publishes a wide and vibrant range of books for children across all age ranges, while Hachette Learning is a market leader in resources for both primary and secondary schools.

Hachette UK is part of Hachette Livre, the world's third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle, and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean, and Ireland.

It's an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK's creative industries.

What you'll be doing

Application Support Analyst provides support for the end user experience of some of our key Publishing systems. You will be responsible for day-to-day query resolution and incident management across multiple systems, primarily, but not exclusively, Biblio (our title management system) and DAM (our Digital Asset Management System).

You will need to understand the needs of our user base, ensuring timely resolution to tickets raised on our IT Service Management (ITSM) System, as well as involvement in changes to the applications and testing where required to suit business needs and acting as an escalation point with third party suppliers along with testers, BAs, and Support Analysts within the team.

Who we are looking for

You will need to have a background working with IT or Publishing, a high degree of energy, enthusiasm, and commitment to succeed. The role is within a team of testers and Support Analysts working across the suite of our Publishing Systems. The role will require flexibility and analytical skills to contribute towards making a truly great service. You must be able to build and maintain good relationships with those around you and at all levels of the business.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, including AgeWise, Gender Balance, Thrive, Pride, All Together, Wellbeing and religious networks
• Season ticket loans
• And much more!

This role is based at our London office, with a blend of in-office and homeworking.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend your interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org