Application Support Analyst

Workplace: White City, London - Hybrid

12 Month Fixed-Term Contract 

Application Support Analyst

We’re looking for an Application Support Analyst to join ITV’s Content Supply & Distribution (CS&D) team. 

As an Application Support Analyst, you’ll be responsible for providing first-line support across a range of CS&D applications, third-party systems and technical services.

We’re seeking someone who can proactively support incident management, triage and escalation activities while helping ensure high levels of service availability, operational performance and user satisfaction. You’ll work closely with internal teams, suppliers and stakeholders across ITV to resolve issues, support live services and drive continuous improvement across the application support landscape.

This role will also support the ongoing evolution of a modern, digital support structure for CS&D applications and services.

The team

Content Supply and Distribution (CS&D) is a key group within ITV’s Media & Entertainment business that is responsible for managing ITV’s content and data from source to screen across linear and VoD supply chains. 

The Content Supply Technology (CST) group develops, integrates and maintains the underpinning technology platforms, as well as the supporting functions of business analysis, architecture and project management. All this enables us to deliver ITVs famous and popular content from its multiple sources to our online platforms, to our B2B partners and to ITV’s family of linear TV channels. 

As a department we work closely with our colleagues in the ITV business teams and with our closely related operational teams who are responsible for delivering our channels and content reliably, just in time, day in-day out. 

Our teams build the technology that brings great content into ITV ready for broadcast, streaming and partner distribution. From handling video files and sourcing metadata for content to scheduling and checking compliance, our systems ensure millions of views get to enjoy their favourite shows.

Responsibilities:

• Provide first-line support for CS&D applications, interfaces and technical services for ITV and third-party customers and suppliers.
• Support and triage Viewer Services, On Demand tickets and Broadcast supplier issues relating to end-user platforms across Broadcast and On Demand services.
• Act as a primary point of contact and escalation point for application and service users across CS&D and wider ITV business units.
• Manage changes to CS&D applications to support business requirements, mitigate risk and drive continuous improvement.
• Support Incident, Problem, Change and Risk Management processes across CS&D applications and services.
• Help implement continuous improvement initiatives to enhance operational support and platform performance.
• Support the Head of Application Support in delivering a modern and scalable digital support structure.
• Provide application support for live events across ITV platforms where required.
• Build and maintain strong working relationships with internal departments, business stakeholders and third-party suppliers.
• Develop a strong understanding of business operations, workflows and user requirements across CS&D services.

Skills you’ll need (minimum criteria)

• At least 1+ years’ experience in an Application Support, Technical Support or Service Support role would be beneficial
• Background or experience within technical support or service management environments, with a passion for media technology and the evolution of AI integration.
• Understanding of service management processes such as Incident, Problem and Change Management.
• Familiarity with Application Lifecycle methodologies such as Agile and DevOps.
• Strong communication skills with the ability to build effective working relationships across technical and non-technical teams.
• Ability to work both autonomously and collaboratively within a team environment.

Ability to work accurately under pressure and manage competing priorities to tight deadlines.

Proactive and self-motivated approach, with the ability to anticipate operational issues and identify solutions.

Strong attention to detail and a willingness to adapt to evolving systems and ways of working, particularly through AI-assisted tools and workflows. 

Passion for media, broadcast technology and operational support.

Other things we’re looking for (key criteria)

• Service Management qualifications such as ITIL would be advantageous.
• Background or experience within Media & Entertainment environments would be beneficial.
• Comfortable supporting live operational environments and participating in out-of-hours support activities when required.
• Ability to confidently escalate incidents and communicate effectively with key ITV stakeholders and support teams.
• Strong problem-solving mindset with a focus on delivering excellent service and operational reliability.