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Support Analyst (12 month FTC)
junior · Technology / Software Development
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 UniversalMusicCareers@umusic.com.
Role Overview
We are looking for a highly organised and detail-oriented Support Analyst to support the operation and development of our in-house applications.
The primary focus of the position is to work directly with our technology, legal and business affairs teams to improve our efficiency. The successful candidate will be expanding upon our existing in-house applications.
The role combines administration, application support and quality assurance. Over time, the successful candidate will also have opportunities to contribute to application testing, process improvement, requirements gathering and product development.
This role would suit someone with experience in back-office administration or data entry who is interested in moving into legal technology, business analysis or product delivery. It would also suit a junior paralegal, law graduate or aspiring solicitor who is interested in legal operations and technology.
Key Responsibilities
Operational Improvement & Efficiency
- Work directly with lawyers and business affairs teams to standardise global documentation.
- Create standardised templates and workflows.
- Review generated documents to ensure that data has rendered correctly.
- Identify missing, inconsistent or unclear terms and raise these with the relevant lawyer.
Application Support
- Become a subject-matter expert in the day-to-day use of your application.
- Support business users with training and guidance.
- Identify application defects, errors or unexpected system behaviour.
- Record issues clearly, including the steps taken, data entered, expected outcome and actual outcome. Provide screenshots and example documents where required.
- Escalate technical issues to the Product Owner, Developers or Testers as appropriate.
Quality Assurance and Testing
- Test system outputs, updates and configuration changes before release.
- Create and execute straightforward test scenarios.
- Record defects and confirm whether fixes have been implemented successfully.
- Support regression testing to ensure that changes have not affected existing templates or functionality.
Process and Product Improvement
- Identify recurring user-experience issues, Suggesting improvements where necessary.
- Help document current processes and create simple user guidance.
- Support the Product Owner in gathering information from legal stakeholders.
- Assist with translating business or legal requirements into clear application rules.
- Contribute to user stories, acceptance criteria and testing scenarios as experience develops.
- Participate in team meetings, including daily stand-ups, refinement sessions and sprint planning where required.
Candidate Profile
Essential Skills and Experience
- Strong attention to detail.
- Experience entering, reviewing or maintaining structured information.
- Ability to follow detailed processes
- Strong written English and proofreading skills.
- Confidence working with document-management systems.
- Ability to identify inconsistencies, missing information and obvious errors.
- Good organisational skills and the ability to manage multiple requests.
- Professional communication skills and confidence working internal teams
- Willingness to learn unfamiliar legal, technical and contractual terminology.
- Ability to recognise when an issue requires escalation
Desirable Skills and Experience
- A law degree, legal qualification or experience working in a legal environment.
- Experience preparing legal documents or formal correspondence.
- Experience using a case-management or document automation systems.
- Experience with Jira, Confluence or another issue-management platform.
- Exposure to software testing or user acceptance testing.
- An interest in legal technology, business analysis, product ownership or application development.
- Experience working in music, media, entertainment, publishing or intellectual property.
- Knowledge of more than one language.
Languages
Additional languages are highly desirable, but not essential
Interest will be given to candidates with skills in:
- Spanish
- Italian
- French
- Portuguese
Fluency is not required in every language. Candidates should clearly state their level of proficiency.
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.