Broadcast Media Systems

Position: Broadcast Media Systems Support
Location: Hammersmith and Fulham

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.

About the role:

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: including 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.

Competencies:

Technical Troubleshooting within a broadcast application environment
Prioritisation & Documentation
Collaboration & Stakeholder Engagement
Attention to Detail
Strong ownership of systems and workflows
Ability to work independently

Minimum Requirements

Approx 3 years of experience in similar application support, system support, product support, technical support, or IT operations role.
At least 1 year in a similar broadcast application support role for a broadcast media company

Experience with broadcast workflows/media systems/Broadcast Management Systems - Ideally Direct experience with Media

GeniX Whats'On
Experience supporting media supply chains and tools like SDVI Rally/MAM/Post production/Media tracking etc
Strong troubleshooting and analytical skills.

Experience with ticketing systems.
Understanding of APIs, integrations, and system workflows.
Excellent communication and customer service skills.
Experience supporting SaaS, cloud-based, or enterprise applications.
Broadcast Vendor management experience.
Understanding of Data applications ideally Snowflake, Microsoft Power Tools / Qlik etc.

Key responsibilities:

User Support Issue Resolution & Maintenance within a broadcast application area
Provides operational and technical support for Sonar (Qlik-based), Media

GeniX What'sOn, 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…