International Support Systems Analyst

Universal Music Group; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Universal Music Group is seeking an i-series focused Support Systems Analyst to act as a liaison between business teams and the development and QA groups. You will triage and escalate tickets, analyse issues and help implement fixes across the Carlos platform supporting royalty workflows.

You will coordinate with cross‑functional teams, maintain documentation, and contribute to audit and compliance activities while ensuring timely communication of impact and progress to stakeholders across

Qualifications

• Experience working on i-series system.
• Proven track record as a Support Systems Analyst or similar role supporting enterprise applications.
• Experience triaging, analysing and resolving application support tickets with business stakeholders.
• Good understanding of incident, problem and change management processes.
• Ability to investigate issues by reviewing business processes, user steps, data scenarios and expected outcomes.
• Experience producing support documentation, operational procedures, FAQs and knowledge base articles.
• Understanding of audit, compliance and operational controls, including evidence collection and access reviews.
• Strong communication to explain issues, impact and resolution to business and technical audiences.
• High attention to detail, ownership and ticket management.
• Ability to work with distributed teams across territories and time zones.
• Familiarity with ServiceNow and JIRA workflows.

Responsibilities

• Be as a first point of contact for support issues raised by local users of the royalty application and business teams.
• Review, categorise and prioritise tickets in ServiceNow and JIRA with the business team, ensuring clear ownership and status updates.
• Analyse reported issues to distinguish between user guidance, data or process issues, defects and enhancement requests.
• Work with the development and QA teams and local users to progress incidents and defects through resolution, retest and closure.
• Build positive relationships with stakeholders, local royalty teams and the application development team.
• Participate in regular meetings to review support demand, ticket trends, risks and resolution progress.
• Communicate clearly with technical and non-technical audiences, translating business impact into actionable information for delivery teams.
• Produce and maintain detailed support documentation, known error notes, FAQs and operational guidance for the Carlos platform.
• Support audit and compliance activities by coordinating evidence gathering, access reviews and remediation follow-up.
• Be collaborative and proactive in prioritising defects and operational issues with technical teams.

Skills

i-series system

Support Systems Analyst

Application Support

Incident management

Problem management

Change management

Stakeholder comms

Ticket triage

ServiceNow

JIRA

Tools

ServiceNow

JIRA

Job description

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 [e-mail].

Department Description

Global Technology powers the digital ecosystem behind UMG/UMPG. We develop and support secure, scalable systems and platforms used by artists, songwriters, partners & employees worldwide, while championing innovation and cultivating a culture that embraces emerging technologies and continuous improvement.

With a global footprint, the Universal Music Group Royalty and Copyright Product Team designs, develops, delivers and maintains a number of technical solutions to calculate royalty accountings in a timely and accurate manner to our valued artists. We’re also providing them with an extensive and detailed visibility of these earnings from various sources of digital income.

The team continuously collaborates with our international business teams to deliver innovative solutions, support best practices and improve processes for a better royalty flow.

The Role

The primary purpose of the role will be to support the Carlos platform and act as a key liaison between the business teams, local Carlos users, the development team and other support functions. This will include triaging support tickets, coordinating resolution activities, maintaining clear communication with stakeholders, and supporting audit and compliance controls associated with the application.

The i-series Support Systems Analyst will report to the Technical Product Owner, who is responsible for delivering the roadmap and associated projects aimed at enhancing and optimising one of UMG’s core royalty calculation systems with a user base across more than 45 countries.

Key Responsibilities

Be Support Focused

Act as a first point of contact for support issues raised by local users of the royalty application and business teams.

Review, categorise and prioritise tickets in ServiceNow and JIRA with the business team, ensuring clear ownership and status updates.

Analyse reported issues to distinguish between user guidance, data or process issues, configuration queries, defects and enhancement requests.

Work with the development team, QA team and local users to progress incidents and defects through resolution, retest and closure when required.

Be Collaborative

Build positive relationships with business stakeholders, local royalty teams and the application development team.

Participate in regular meetings with stakeholders to review support demand, ticket trends, open risks and resolution progress.

Communicate clearly with technical and non-technical audiences, translating business impact into actionable information for delivery teams.

Produce and maintain detailed support documentation, known error notes, FAQs and operational guidance for the Carlos platform.

Support audit and compliance activities by coordinating evidence gathering, access reviews, control checks and remediation follow-up.

Skills and experience required

Must have

Experience working on i-series system

Proven track record working as a Support Systems Analyst, Application Support Analyst or similar role supporting enterprise business applications.

Experience working with business stakeholders to triage, analyse and resolve application support tickets.

Good understanding of incident, problem and change management processes.

Ability to investigate issues by reviewing business processes, user steps, data scenarios and expected application outcomes.

Experience producing support documentation, operational procedures, FAQs and knowledge base articles.

Understanding of audit, compliance and operational control activities, including evidence collection and access review support.

Strong communication skills with the ability to explain issues, impact and resolution progress to both business and technical audiences.

High level of attention to detail, accuracy and ownership when managing tickets, follow-ups and control evidence.

Ability to work effectively with distributed teams across multiple territories and time zones.

Comfortable working with technical teams to explain business impact and support prioritisation of defects and operational issues.

Working knowledge of ServiceNow and JIRA, including ticket categorisation, prioritisation, workflow management and reporting.

Nice to have

Music industry business knowledge and specifically Royalties and Copyright processes.

Experience supporting SOX, audit, access management or compliance control activities.

Key Behavioral/Personality Traits

You will have the ability to work well within a team and independently as this is vital to the role.

As well as strong analytical and support skills, good communication and task management skills are required to liaise and co-ordinate activities across our business users, application development team, hosting provider and in‑house business and technical teams.

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:
Technology