Global Application Analyst II

| Greater LA Area

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

 

The IT Operations – Application Services department is responsible for Application Support, Application configuration, change management and Quality Assurance. We provide services, manage and support local and global applications by partnering with multiple project teams and vendors across various platforms and technologies. We interface directly with the clients and project teams to facilitate business efficiencies and/or cost savings which allow UMG to invest in new revenue strategies. Our client community includes retailers, publicity partners, marketing departments, ecommerce, online distribution retailers, and various music labels within our company as well as internal UMG users.

 

Job Functions:

 

The Application Analyst will take a lead role in the resolution of incidents and providing customer service to application users and IT partners.

 

They will primarily be required to provide 2nd level resolution and services support which includes but not limited to tasks such as:

In depth troubleshooting / forensic analysis

Business process management comprehension

Impact analysis via understanding of interfaces and application integrations

Back end analysis

Performing platform support and/or writing, executing scripts

Server analysis and troubleshooting

Coordination between multiple resolving agencies

Ability to recreate issues and concisely identify when an incident is a bug versus working as designed

Escalations and respective communications to stakeholders

 

These incidents may or may not be technical, depending on the nature of the incident. They will on the very rare occasion be required to assist first level support which is often non-technical and includes but not limited to tasks such as:

Mailbox management

Triaging and preliminary analysis and troubleshooting

Ticket escalation

User administration

Incident communications

 

This position works closely with project and other departments' support staff. Additionally, takes a lead in the development and integrity of the Knowledge Base resources.

 

On occasion, the analyst will be required to work outside of their core hours. The analyst will be expected to participate in the on-call rotation including holidays and be compensated accordingly.

 

Responsibilities:

Respond, resolve or triage and escalate incidents

Participate in application onboarding in order to gain functional knowledge of applications

Continuous improvement and training/knowledge transfer towards becoming subject matter expert for multiple applications

Assist and train new team members with onboarding applications to ensure support continuity and back up

Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed

Utilize and maintain the support Knowledge Base for implementing solutions and documents new solutions.

Work with management and business to prioritize and resolve incidents within the designated application service level objectives/ expectations.

Liase with team members, technical leads or the application development teams to provide users with updates to resolutions when requested

 

Job Requirements:

Skills/Abilities:

Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient

Provide effective client communication during regular updates or escalate when appropriate

Excellent problem solving, analytical and time management skills

Ability to multi-task and switch between tasks quickly and smoothly

Excellent interpersonal skills and organization skills

A strong desire to learn and expand their technical knowledge

Ability to work autonomously and exhibit excellent judgment

Ability to work effectively under pressure to meet deadlines and resolve urgent incidents

Ability to work cooperatively as part of a team

Ability to break down complex problems and provide expert advice on DI Applications.

Ability to take ownership of technical incidents and work with applications teams

Excellent writing and editing skills for technical documentation

Environment and motivation suitable for doing 24/7 on-call support when assigned

Experience:

Required: 3-5 years' experience in hands-on advanced IT support (Level 2+)

1+ years' experience in the software development life cycle including business analysis and deployment

Required: Knowledge of Windows and general desktop & server support issues

Knowledge of MS Office, inclusive of Visio, Frontpage, SharePoint,

Highly Preferred: Knowledge and experience working with .NET, HTML technologies

Highly Preferred: Knowledge and experience working with MAC OS, IIS, XML, CMS

Required: In depth knowledge of Relational Databases including Oracle, SQL including scripting

Required: Knowledge of Integrated systems and applications

Required: Good understanding and experience on XML, XML Schema, Web services (Rest and SOAP based).

Preferred understanding and experience specifically in music metadata, repertoire management, or content management systems.

Highly Preferred: A good level of understanding Dev Ops activities including Cloud operations, Network and Server configuration.

Education:

Undergraduate degree in computer science, business, or other relevant field preferred. (5 years significant relevant industry experience can be substituted)

Support Center Analyst Certification desirable but not required

Other technical or support industry certifications also beneficial

 

Universal Music Group is an Equal Opportunity Employer.

 

Disclaimer

This job description only provides an overview of job responsibilities that are subject to change.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AccessDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by providing feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
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