Support & Change Analyst (Broadcast systems/ AWS)

This job is with UKTV, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Description
The Product Delivery team are responsible for delivering transformative change for UKTV across major products

within the media supply chain. Our team consists of Product Managers, Business Analysts, Software Delivery Managers, Service Delivery Managers and Support & Change Analysts.

We are focused on delivering functionality that provides key business and user improvement. As well as delivering change on time and within budget, the team also enable the business to define and prioritise the technical, commercial and operational work key for UKTV. Working with teams across the company they deliver UKTV's future.

The team are delivery focused but fun to work with and have great relationships with internal teams and 3rd party suppliers.

It is a truly exciting time to join UKTV as we are embarking on an ambitious multi-year plan to expand UKTV's position in the UK market. A key component of this expansion is the evolution, management, development and delivery of the Products and services that are key to UKTV and relevant to BBC Studios.

As a Support & Change Analyst, your role will be critical within the team. This role is the first point of call for Support incidents and Change Management across the many areas of the business and external partners that our Products are used within or interface with. The Support & Change Analyst will provide expert knowledge and issue resolution on broadcast/digital workflows and systems as well as co-ordination of the changes delivered

across product platforms and on partner platforms. The successful candidate will have experience working on direct to consumer VOD platforms, BVOD platforms, Media Asset Management, Scheduling, Rights, Compliance, Linear Playout and infrastructure solutions.

What we would like you to bring to the role….key experience, knowledge, skills & personal qualities

Experience

• Extensive experience providing 1st/2nd line detailed technical support in a broadcast media enterprise
• A good understanding of the workflows employed by TV organisations
• Experienced in utilising 3rd party technology suppliers to provide internal services
• Proven experience of quickly understanding and prioritising a range of diverse and complex
• requirements, as part of a backlog.
• Strong understanding of AWS services, broadcast technologies and standards and able to support Cloud native broadcast solutions
• Excellent written and spoken communication skills.
• Evidence of being able to build and maintain relationships at all levels of and organisation and its suppliers
• Extensive proven experience of Atlassian products including Jira and Confluence.

Knowledge

• An Engineer with experience working closely with user and technical teams to support Broadcast and VOD services.
• Strong experience working with various applications and major vendors across the Broadcast Media Supply chain.
• Beneficial experience might be: Digital Asset Management, Video on Demand, Linear Playout, Workflow Management or Schedule Management solutions
• Strong working knowledge of Amazon Web Services solutions
• Understanding of various broadcast standards, video, audio and metadata variants across transmission, VOD and streaming
• An excellent communicator with the ability to investigate, prioritise and resolve issues in a timely manor
• Comfortable working closely with stakeholders/users, business analysts, developers, testers,
• architects and project managers in a delivery-focussed team
• Experienced producing documentation appropriate for both technical and non-technical
• stakeholders

Skills & Personal Qualities

• To have, or show the capacity to rapidly develop knowledge of the media and broadcast industry, the challenges faced by broadcasters in particular, and how technology can be deployed to address those challenges
• To work calmly under pressure
• The ability to understand technical processes and follow operational procedures.
• The ability to adapt to an ever changing business and technical environment
• To be able to document problems and solutions and explain these in both technical and workflow/business terms to stakeholders.
• Contribute to new, innovative and creative solutions to business challenges
• Build strong working relationships across UKTV and major vendors/partners
• Promote and display trust to build successful internal & external relationships

What you will get to work on….key outputs and responsibilities of the role

• Provide 1st/2nd line support for the UKTV's D2C platform U, BVOD services, Streaming services and Media Supply Chain.
• Work with internal specialist teams and application vendors to diagnose and resolve issues as required.
• Support the Product Managers, Service Delivery Managers, Ops Team Leaders and other stakeholders across the business in the management of business critical workflow and systems
• Support the core AWS infrastructure underpinning all UKTV products, platforms and services
• Support the transition of enhancements, process or technology changes to end users and, where applicable, with the ARO IT first line support team.
• Provide occasional out of hours support on an adhoc basis as required, if requested
• Work with AI tools to augment capability
• Triage change tickets logged internally and externally
• Update changes regularly with input from reporters
• Evaluate risk for changes taking place and make any relevant stakeholders aware
• Proactive approach on gaining change updates as they may not be provided automatically
• Attend any external/internal CAB change meetings
• Chair CAB meetings as needed when the change manager is not present
• Liaise with our software delivery manager on any changes for CI/CD
• Write and maintain documentation across support and changes areas as required.
• Input into any training programmes for new users.

Hybrid-Working
At UKTV, we are working in a hybrid environment with a mixture of home and office working. Getting together in the office as a team and a company gives colleagues an opportunity to build and maintain great relationships, encourages our culture of collaboration and creativity while recognising that colleagues need to have a healthy and happy work-life balance. You'll agree with your manager the split of time you spend in the office or at home based on the role that you do, how often you come together as a team and your personal preference.

Diversity & Inclusion Commitment
At UKTV, our inclusion vision is to truly represent society in our workforce and on-screen, and create a culture of fairness and respect where we champion difference so that every person feels included and empowered to do their best work. We are committed to ensuring a level playing field at UKTV where all employees and job applicants are given equal opportunity, and that we have diverse voices at the table in everything we do. We welcome applications from everyone and we want UKTV to be a place where you can be your authentic self, give your best and develop your career free from discrimination of any kind.

About UKTV
UKTV has been at the forefront of branded television for over 30 years, entertaining the nation with programmes they love. Its leading brands – U&Dave, U&DRAMA, U&W, U&YESTERDAY, Gold, Alibi and Eden - span comedy, entertainment, natural history, factual and drama, and are delivered to UK viewers through free streaming service U, Sky, Virgin Media, NOW, Freeview and Freesat; and to Irish viewers through Sky, Virgin Media, Eir, Vodafone and NOW. Channel & content availability varies by platform. UKTV's content is also available to UK viewers via dedicated FAST channels on Samsung TV Plus, Amazon Freevee, Pluto TV and Virgin Media. UKTV is a significant investor in British creativity and is committed to working with new and established writers, directors and programme-makers. The broadcaster is part of BBC Studios, the UK's most-awarded production company, a world-class distributor with international branded services, and a commercial subsidiary of the world's leading public service broadcaster, the BBC.