Broadcast Media Systems Support

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 MediaGeniX 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 timeframes.

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 MediaGeniX 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), MediaGeniX 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 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.
• Conduct functional testing, workflow validation, and data verification.
• Assist in creating reports.
• Assist in data migrations where required.
• Stakeholder & Vendor Collaboration
• Liaise with the Technology team and third-party vendors to resolve escalated issues.
• Communicate updates, resolutions, and timelines clearly to stakeholders.
• Work with third-party vendors to troubleshoot issues and implement updates.
• Provide clear communication on status, resolutions, risks, and timelines.
• Documentation & Knowledge Management
• Create and maintain user guides, FAQ documents, and training materials.
• Document support procedures, known issues, and resolution steps to improve support efficiency.
• Provide training or onboarding support for new system users.
• Application Monitoring & Maintenance
• Monitor application performance, availability, data flows, and integrations to ensure optimal functionality.
• Perform routine health checks, system verifications, and scheduled maintenance tasks.
• Escalate complex issues to development, infrastructure, or vendor teams when needed.
• Use monitoring and observability tools (e.g. Datadog) to track application performance, availability, data flows, and integrations, and to support early detection and investigation of issues.

Values we look for:

Curiosity is what drives us to question, explore, and innovate. We approach challenges with an open mind, ready to grow and evolve as the world changes around us. When we stay curious, we keep learning, discovering fresh opportunities, and pushing the boundaries of what's possible.

Courage is showing up as your true self, with confidence and heart, even when the road ahead feels uncertain. It's about owning our choices, stepping beyond our comfort zone, and creating new paths and opportunities to explore for both our company and yourself.

Care is part of everything we do - how we treat each other, approach our work, connect with our partners and the world. It's about creating a culture where everyone feels included, respected, and truly supported. By acting with care, we nurture trust within our teams, building meaningful relationships throughout our company.

We welcome talented candidates with infectious enthusiasm who love what they do, and are ready to learn, develop and thrive. Here you'll find a community of innovative, creative and inspiring people who aren't afraid to embrace responsibility and try new things collaboratively, as a team

About Us:

We are a certified Great Place to Work® with a can-do, motivated culture that believes in working to live, not just living to work. Every employee has a voice and is encouraged to be themselves and be ambitious. With offices in Rome, Madrid, London, Warsaw, Munich and Johannesburg, we are a truly international organisation that celebrates difference and diversity.

As an inclusive employer, we value the diversity of our teams and want our workforce to reflect our wider society. We encourage and welcome applications from people from under-represented backgrounds and are keen to make sure we are inclusive and accessible to all.