Support & Business Analyst; FTC

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 Uni

The Support & Business Analyst is a hybrid role focused on both operational support and business analysis within Universal Publishing Music group. This is an exciting opportunity to develop knowledge across multiple websites, applications, and territories whilst contributing to the analysis, improvement, and delivery of technology solutions.

Working closely with the Senior Director – Synch & Production Music, Director of Production Music Systems, Head of CRM & Systems Integration, Product Owners, development teams, and business stakeholders, you will be involved in a full range of duties – playing a key role in strengthening communication and delivering training and support to our network of websites, tools and business stakeholders while also helping to identify business needs, gather requirements, analyse processes, and support the successful delivery of digital products and enhancements.

The role offers excellent exposure to Product Management, Agile delivery methodologies, stakeholder engagement, and business process improvement.

Duties will include, but are not limited to:

• Assist Product Owners in gathering, documenting, and refining business requirements for new features, enhancements, and system improvements
• Analyse support trends, user feedback, and system usage data to identify recurring issues and recommend improvements
• Collaborate with Product Owners to prioritise enhancement requests based on business value, user impact, and strategic objectives
• Support change management activities including stakeholder communications, training, and rollout planning for new functionality
• Create and maintain business process documentation, user stories, acceptance criteria, and training materials
• Support the Product Owners with rollout and communication of IT projects and managing the triage, prioritisation, escalation and resolution of website and product issues
• Provide first line support and communication to both the business and internal teams
• Monitoring of application uptime and communication to the wider team and business stakeholders on live issue resolution
• Integration with the primary build teams and attendance in build related meetings to understand Agile development methodology and to plan for any new training and comms
• Ownership of:
• The UPM suite of tools including Cue Sheet Helper, Apple Final Cut Pro and Adobe Premiere Pro
• Sitecore CMS and user guide and support for global territories including prioritisation of changes and requirements raised by super‑users and communicating new functionality and translation requirements to global teams
• Support for Sales cloud and Mulesoft integrations including territory training and assisting global teams with CMS enquiries. Includes requests and support for Marketing Cloud
• UPM technology communication bulletins and communication with Application Support
• Management of Zendesk instance
• Post launch requirements gathering and prioritisation for the main UPM website
• Global Security…