Broadcast Media Systems

Broadcast Media Systems Support /Enterprise Systems Support Analyst

This is a permanent position 45k + Bens. Hybrid based, West London office 3 days a week, 2 wFH. Enterprise Systems Support / Broadcast Media Applications Support.

Broadcast Media Applications Support Analyst/Enterprise Systems Support role, working for a global broadcaster (certified Great Place to Work) supporting the business that creates exciting, award-winning TV channels and streaming content. This is a new exciting role suitable for someone that has previously worked in a application support/ systems support role within a broadcast media company/broadcast systems vendor.

The role is responsible for ensuring the smooth operation, maintenance, configuration, and support of broadcast media business‑critical applications. Looking for someone that has good broadcast content workflow knowledge and has provided User/systems support or integration support for some of the following broadcast applications:

• Broadcast Scheduling systems / Broadcast Management Systems (BMS such as Media
  
  GeniX Whats'On or similar BSS/IBMS)
• Media Asset Management (MAM)
• Media Asset Tracking (Microsoft Power BI/Qlik Snowflake based/)
• Post Production workflows etc

When issues arise, this role leads the initial technical investigation at the application level, providing technical troubleshooting, user support, system monitoring, and documentation. In this role, you will need to develop good internal and external partnerships, and work with stakeholders and third parties to troubleshoot and make changes.

This role serves as the main point of contact for technical issues related to our applications, some of which are SaaS‑based, working closely with Technology engineering, business teams, and external vendors to maintain system stability, accuracy, and reliable integrations.

You will triage issues, coordinate fixes and implement changes to the systems, working with the PMO on project based tickets and other teams to ensure these are successfully completed and tested within project time frames.

The ideal candidate will have strong problem‑solving skills within broadcast IT/application environments, understand application behaviour and integrations/API's, a customer‑focused mindset, and the ability to work collaboratively with technical teams, vendors, and end users.

• User Support Issue Resolution & Maintenance within a broadcast application area
• Provides operational and technical support for Sonar (Qlik‑based), Media
  
  GeniX Whats On, and other systems, covering incident investigation, change requests, and bug fixes, including end‑to‑end problem identification, definition, and resolution.
• Diagnose, troubleshoot, and resolve incidents related to software performance, access, configuration, and data integrity.
• Log, track, and prioritise support tickets using Fresh Service ticketing system, ensuring clear communication with users.
• Investigate and resolve issues with interfaces, APIs, content workflows, and system integrations.
• Work with the business to coordinate testing of fixes/patches and upgrades.
• Assisting with planning of technical changes.
• Cover the Broadcast Engineering Supervisor tickets when required.
• Contribute to root cause analysis (RCA) for recurring or high‑impact incidents and support the implementation of preventative and long‑term solutions.
• Configuration & Administration:
  Configure key applications, user roles, and permissions.
• Support system updates, releases, and patches, including testing and validation activities.
• Maintain system documentation, configuration details, and troubleshooting guides.
• Implementation & Testing:
  Input into test plans for functional testing, UAT and performance testing.
• Follow test plans created by 3rd parties or internally.
• Test new developments.
• Working with the technology team on interface issues and system improvements.
• Implement changes for projects (for example channel launches, API or ad sales integrations) and other reasons, including but not restricted to configuring look up tables, channel configuration, media asset prototypes, dropdowns, user groups, user roles, screen layouts, preferences etc.
• Condu…