{"id":4046215,"url":"https://alion.io/job/universalmusic-international-support-systems-analyst","title":"International Support Systems Analyst","company":{"id":15061,"name":"Universalmusic","domain":"universalmusic.com","url":"https://alion.io/company/universalmusic","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":71,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-10T00:00:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-14T00:24:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Music is Universal\nIt’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.\nEveryone 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.\nWe 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 .\nDepartment Description\nGlobal Technology powers the digital ecosystem behind UMG/UMPG. We develop and support secure, scalable systems and platforms used by artists, songwriters, partners & employees worldwide, while championing innovation and cultivating a culture that embraces emerging technologies and continuous improvement.\nWith a global footprint, the Universal Music Group Royalty and Copyright Product Team designs, develops, delivers and maintains a number of technical solutions to calculate royalty accountings in a timely and accurate manner to our valued artists. We’re also providing them with an extensive and detailed visibility of these earnings from various sources of digital income.\nThe team continuously collaborates with our international business teams to deliver innovative solutions, support best practices and improve processes for a better royalty flow.\nThe Role\nThe primary purpose of the role will be to support the Carlos platform and act as a key liaison between the business teams, local Carlos users, the development team and other support functions. This will include triaging support tickets, coordinating resolution activities, maintaining clear communication with stakeholders, and supporting audit and compliance controls associated with the application.\nThe i-series Support Systems Analyst will report to the Technical Product Owner, who is responsible for delivering the roadmap and associated projects aimed at enhancing and optimising one of UMG’s core royalty calculation systems with a user base across more than 45 countries.\nKey Responsibilities\nBe Support Focused\nAct as a first point of contact for support issues raised by local users of the royalty application and business teams.\nReview, categorise and prioritise tickets in ServiceNow and JIRA with the business team, ensuring clear ownership and status updates.\nAnalyse reported issues to distinguish between user guidance, data or process issues, configuration queries, defects and enhancement requests.\nWork with the development team, QA team and local users to progress incidents and defects through resolution, retest and closure when required.\nBe Collaborative\nBuild positive relationships with business stakeholders, local royalty teams and the application development team.\nParticipate in regular meetings with stakeholders to review support demand, ticket trends, open risks and resolution progress.\nCommunicate clearly with technical and non-technical audiences, translating business impact into actionable information for delivery teams.\nProduce and maintain detailed support documentation, known error notes, FAQs and operational guidance for the Carlos platform.\nSupport audit and compliance activities by coordinating evidence gathering, access reviews, control checks and remediation follow-up.\nSkills and experience required\nMust have\nExperience working on i-series system\nProven track record working as a Support Systems Analyst, Application Support Analyst or similar role supporting enterprise business applications.\nExperience working with business stakeholders to triage, analyse and resolve application support tickets.\nGood understanding of incident, problem and change management processes.\nAbility to investigate issues by reviewing business processes, user steps, data scenarios and expected application outcomes.\nExperience producing support documentation, operational procedures, FAQs and knowledge base articles.\nUnderstanding of audit, compliance and operational control activities, including evidence collection and access review support.\nStrong communication skills with the ability to explain issues, impact and resolution progress to both business and technical audiences.\nHigh level of attention to detail, accuracy and ownership when managing tickets, follow-ups and control evidence.\nAbility to work effectively with distributed teams across multiple territories and time zones.\nComfortable working with technical teams to explain business impact and support prioritisation of defects and operational issues.\nWorking knowledge of ServiceNow and JIRA, including ticket categorisation, prioritisation, workflow management and reporting.\nNice to have\nMusic industry business knowledge and specifically Royalties and Copyright processes.\nExperience supporting SOX, audit, access management or compliance control activities.\nKey Behavioral/Personality Traits\nYou will have the ability to work well within a team and independently as this is vital to the role.\nAs well as strong analytical and support skills, good communication and task management skills are required to liaise and co-ordinate activities across our business users, application development team, hosting provider and in-house business and technical teams.\nJust So You Know…\nThe 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.\n Job Category:\nTechnology","description_format":"text","description_chars":6415,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Music Industry"],"lifecycle":[{"event":"open","at":"2026-11-11T00:00:48Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-11-13T08:07:55+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":71,"reasons":["conf:8","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/universalmusic-international-support-systems-analyst","json_url":"https://alion.io/job/universalmusic-international-support-systems-analyst.json","meta":{"generated_at":"2026-11-14T03:17:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4872,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15061},"rest":"https://alion.io/mcp/rest/get_company?id=15061"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funiversalmusic-international-support-systems-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funiversalmusic-international-support-systems-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funiversalmusic-international-support-systems-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/universalmusic-international-support-systems-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funiversalmusic-international-support-systems-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4046215}},{"tool":"search_jobs","arguments":{"company":"universalmusic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4046215},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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