Junior Systems Support Executive

Banijay Rights Limited; Greater London; On-site; GBP 30,000 - 38,000; Full time

Job summary

Banijay Rights in London is seeking a Junior Systems Support Executive to assist with day-to-day administration and support of the Media Asset Management (MAM) platform and related systems. You will work under supervision, providing first-line support, resolving routine queries, and helping implement new workflows.

The role targets candidates with an interest in systems support and media operations, and offers training from a Workflow & Systems Specialist.

Qualifications

• Experience helping users or customers; training in support processes will be provided.
• Excellent communication and customer service skills expected.
• Organisational skills and attention to detail are essential.

Responsibilities

• Provide first-line support for the MAM platform and related systems.
• Investigate and resolve straightforward user issues; escalate complex cases to specialists or vendors.
• Administer user accounts, permissions and system configurations under supervision; maintain records of issues and resolutions.
• Assist with testing and implementing new workflows and software releases.
• Log and monitor support requests; help maintain user documentation and training materials.
• Collaborate with operational teams and vendors to improve user experience and resolve issues.

Skills

Customer service

Communication

Problem solving

Documentation

Organisational skills

Ability to explain technical concepts

Job description

Leading global distributor, Banijay Rights, represents a world-class, multi-genre portfolio of over 230,000 hours of standout programming. Handling the distribution for content powerhouse, Banijay Entertainment, the division specialises in the exploitation of premium scripted and non-scripted brands to broadcasters worldwide.

Representing quality, excellence and experience in the business of linear and non-linear television and ancillary activity across all platforms, Banijay Rights’ catalogue encompasses a host of top titles from Banijay’s 130+ in-house labels, and a number of third-party producers, spanning drama, comedy, entertainment, factual, reality, family, formats and theatrical.

Delivering high-quality IP, which was born locally and travels globally, the distributor offers the best stories told the best way. Its landmark brands include Survivor, Big Brother, MasterChef, Peaky Blinders, Rogue Heroes, Marie Antoinette, Grantchester, Deal or No Deal, Home and Away, Love Triangle, Mr Bean and Black Mirror.

Department

Content Operations

Reporting

VP of Content Systems & Workflow, or their nominated replacement.

Job Purpose

The Junior Systems Support Executive assists with the day-to-day administration and support of the organisation's Media Asset Management (MAM) platform and associated operational systems, with training and guidance from the Workflow & Systems Specialist.

Supporting the successful adoption of new workflows and technologies and working with the Workflow & Systems Specialist, the role provides first-line support to users across the business and other OpCos who are onboarded, resolving routine queries and escalating more complex issues while developing knowledge of systems and workflows.

Responsibilities

• Provide first-line support for the Media Asset Management (MAM) platform and associated systems.
• Investigate, and resolve straightforward user issues, escalating where appropriate to the Workflow & Systems Specialist or external vendors.
• Administer user accounts, permissions and system configuration in accordance with company policies. Assist with configuration changes under supervision.
• Assist with testing and implementing new workflows, system enhancements and software releases.
• Monitor system performance and identify issues that may impact operational users.
• Maintain accurate records of support requests, system issues and resolutions.
• Help maintain user documentation, training materials and operational guidance using agreed template.
• Support & encourage the effective adoption of systems and workflows.
• Work collaboratively with operational teams to understand support requirements and improve the overall user experience.
• Liaise with technology vendors to log support cases, monitor progress and assist in the resolution of technical issues.
• Help log vendor support cases and track progress.
• Promote best practice use of the MAM platform and associated operational systems across the department.

Experience required:

• An interest in systems support and the media industry. Previous exposure to MAM systems or a broadcast, production or distribution environment is desirable.
• Some experience helping users or customers; this may come from employment, education, placements or volunteering.
• Experience keeping accurate records or preparing simple guidance. Training in the organisation's systems and support processes will be provided.

Knowledge required:

• Basic awareness of Media Asset Management (MAM) systems, or a willingness to learn.
• Understanding of broadcast and digital content workflows.
• Basic awareness of user accounts and permissions and system configuration.
• Understanding of metadata structures and digital asset management.
• Familiarity with issue tracking and support processes.

Skills required:

• Excellent customer service and communication skills.
• A methodical approach to solving problems and willingness to ask for help when needed.
• Excellent organisational skills and attention to detail.
• Ability to explain technical concepts to non-technical users.
• Strong documentation and record management skills.
• Ability to prioritise competing support requests.

Location

London

Contract Type

Full-time, permanent

Hours

09:30am to 6:00pm, Monday-Friday

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We are an inclusive and disability confident employer. We actively encourage applications from individuals from diverse and under-represented backgrounds and are committed to providing a creative and inspirational home for all people. To make sure we are inclusive and accessible to all, please let us know if you require any reasonable adjustments or assistance either to help you with your application or whilst working with us.