Enterprise Systems Support

The Enterprise Systems Support is responsible for ensuring the smooth operation, maintenance, configuration, and support of business-critical applications including MediaGeniX Whats’On, BSS, Busby, Clear, Snowflake, Microsoft Power Apps and Qlik. 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, 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 and other teams to ensure these are successfully completed and tested within project timeframes.

The ideal candidate will have strong problem-solving skills, understand application behaviour and integrations, a customer-focused mindset, and the ability to work collaboratively with technical teams, vendors, and end users.

This is a permanent position. This role will be hybrid based, in the London office at least 3 days a week, supporting the business that creates exciting, award-winning brands like Sky HISTORY, HISTORY Play and Crime+Investigation.

Key responsibilities:

User Support Issue Resolution & Maintenance

• 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.

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.

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.

To be successful in this role, we are looking for someone who can demonstrate the following competencies:

• Technical Troubleshooting
• Prioritisation & Documentation
• Collaboration & Stakeholder Engagement
• Attention to Detail
• Strong ownership of systems and workflows
• Ability to work independently

Minimum Requirements

• 1–3+ years of experience in application support, system support, product support, technical support, or IT operations.
• 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.
• Experience with broadcast/media systems.

Desirable Requirements

• Direct experience with MediaGeniX Whats’On, Snowflake, Microsoft Power Tools and Qlik
• Experience supporting media supply chains and tools like SDVI Rally
• Vendor management experience.

About Us

At Hearst Networks EMEA, we share stories that matter, inspiring and exciting our audiences with hit US franchises (The Curse of Oak Island, Pawn Stars), must-see docudramas (Royal Kill List and Colosseum), and original commissions (Sex: A Bonkers History with Amanda Holden, Royal Autopsy, Cops Gone Bad with Will Mellor). Over the past few years we’ve championed our own original programming and relished in the successes of recent series’ such as The Unbelievable with Dan Aykroyd, Great Escapes with Morgan Freeman, The Prison Confessions of Gypsy Rose Blanchard and Royal Mob.

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.

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. Please do let us know if you require any adjustments or assistance for meetings and communications with you when you apply for a role with us.

Hearst Networks EMEA Values

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.