Broadcast Support Analyst

Opilio Recruitment
From £35,000 to £45,000 per annum
18 Mar 2017
17 Apr 2017
Contract Type
Full Time
An amazing opportunity has arisen for a talented Broadcast Support Analyst to join a great team within a global family entertainment, media and retail organisation.
The successful 2nd line Broadcast Support Analyst is required to provide application, technical support and data analysis for specialised Broadcast Systems. This is a key position ensuring that customer expectations are managed and service delivery is met within a demanding user base. You must establish credibility and trust with business users and sponsors within Broadcast & Media AdSales. You will be highly visible to all customers, with excellence centred on providing a first class service. You will work closely with the business IT operations managers, senior analyst team, project managers, Business analysts, using them as the primary escalation path.
As a Broadcast Support Analyst, you will be responsible for the following:•To provide a reliable, consistent and friendly support service, for all support queries and adhere to service management principals and defined processes•To have a clear understanding of the team/departmental vision and goals and to ensure personal goals are contributing to their success•Lead Incident and Problem management using the ITIL framework, which includes the following aspects:•Identify and classify problems•Perform root cause analysis•Resolve problems•Issue recommendations for improvements and create a related RFC•Provide incident and problem management within agreed SLA’s; encompassing initial response, customer follow up and incident resolution/closure (with a primary focus on problem and major incident management)•Logging incidents and problems (phone and email); utilising service management tools.•To maintain a high standard of incident and problem logging, so that these items can be converted into knowledge base items.•Communication of Priority 1 and Priority 2 incident updates to internal IS groups and impacted customer base. Update frequency must fall within the agreed SLA’s •Lead problem management reviews with senior analyst and manager•Become familiar with the supported software applications (service catalogue), infrastructure, business processes and workflow with the aim of providing 1st class customer service within the first 3 months•To ensure that all policies and procedures are maintained, reviewed regularly and fully adhered to. This also includes the review and updating of support process documentation•Monitor system interfaces and log incidents/problems accordingly•To maintain and develop knowledge, skill and competencies in agreed areas•Ensure that system downtime is kept to a minimum and that users are kept informed adequately of any issues which might impact their normal operations•Identify and characterise users training requirements•Build a training programme•Conduct awareness, education and training activities•To ensure that all policies and procedures are maintained, reviewed regularly and fully adhered to•To identify and champion opportunities to improve Support and Development lifecycle processes and procedures•Provide out of hours and bank holiday cover on a rotational basis•Test migration procedures and system administration tools and document processes as required•Perform rollouts to the Customer – out of hours/weekend European travel as required•Assist in the creation and testing of Disaster Recovery procedures out of hours/weekend•Participate in post implementation reviews
The successful Broadcast Support Analyst will have the following Qualifications, skills and abilities:Mandatory:•Demonstrable technical background with experience of Relational Databases, Operating Systems (Windows, Linux etc) and networking (TCP/IP, FTP, DNS etc)•Effective use of Microsoft Word, Excel, PowerPoint and SharePoint•Exemplary communication skills, both written and oral•5 years’ experience supporting bespoke applications•5 years’ Service Delivery and Service Support experience•5 years broadcasting experience•Channel Management Application Experience (Pilat/ Sintec -IBMS)
Desirable skilll for the Broadcast Support Analyst:•Air Time Sales Application Experience•Channel Management Application Experience•Non Linear Application Experience•ITIL Service Delivery Experience•Sintec (Pilat) Application Experience (Media Pro, IBMS)•Harris Application Experience (Vision, Landmark
Optional:•2nd (European) Language•Relevant Degree