We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry,innovationand entrepreneurship. We own andoperatea broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. Weidentifyand develop recording artists and songwriters, and we produce,distributeand promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
We areseekinga highly analytical and process-oriented Tech Process Engineer tooptimizeour Information Technology and Operations workflows. In this critical role, you will be instrumental in designing,analyzing,optimizing, and implementing IT and business operational processes to enhance efficiency, quality, and reliability across our enterprise. You will drive continuous improvement initiatives, ensuring our technology infrastructure and operational practices are lean, effective, and aligned with strategic goals.
Process Design & Optimization:Develop, configure, andoptimizeIT and operational processes from end-to-end, focusing on increasing efficiency, reducing bottlenecks, and improving service delivery. This includes designing new processes for IT service management, software development lifecycles, data workflows, and infrastructure operations, as well as enhancing existing ones.
Data Analysis & Troubleshooting:Collect, monitor, and analyze IT operational data and process performance metrics toidentifytrends, inefficiencies, and root causes of issues. Provide expert analysis to troubleshoot and resolve complex process-related problemsimpactingIT service quality, operational cost, and delivery speed.
Implementation & Automation:Design, implement, and test process improvements within IT systems and operational tools, ensuring seamless integration ofnew technologiesand automated solutions. Develop andmaintaincomprehensive documentation, including process flow diagrams, standard operating procedures (SOPs), runbooks, and architectural diagrams for IT processes.
Quality, Compliance & Resilience:Implement process controls, including IT Service Management (ITSM) best practices, to ensure consistent quality of IT services and operational outputs. Ensure compliance with internal policies, regulatory requirements such as SOX, while also focusing on process resilience and disaster recovery planning.
Cross-functional Collaboration:Collaborate closely with IT development, infrastructure, cybersecurity, business operations, and other cross-functional teams to align IT processes with business needs, integrate technological innovations, and achieve shared strategic objectives
Innovation & Best Practices:Work with Service Transformation leadership to introduce new tools, methodologies (e.g., Agile, DevOps, ITIL, Lean), and automation opportunities to enhance IT operational efficiency and service delivery. Stay updated with industry advancements in IT process optimization and technology trends.
Skills/Abilities:
Technical Skills:
IT Process Mapping & Modeling (BPMN)
IT Service Management (ITSM) and IT Operations Management (ITOM)
Data Analysis for IT Operations (e.g., SQL, Excel, Splunk, Tableau)
Root Cause Analysis (RCA) and Incident/Problem Management
Familiarity with cybersecurity principles and risk management in processes
Knowledge of Agile, DevOps, and Lean methodologies
Soft Skills:
Critical Thinking and Complex Problem Solving
Exceptional Communication and Stakeholder Management
Project Management and Organizational Skills
Attention to Detail and Data-Driven Decision Making
Adaptability, Continuous Learning, and Innovation
Influence and Collaboration Across Technical and Business Teams
Experience: 3+ years of progressive experience as a Process Engineer, IT Process Analyst, or similar role within an enterprise IT or operations environment.
Technical Knowledge: Strong understanding of IT infrastructure, software development lifecycles (SDLC), IT service management (ITSM) frameworks (e.g., ITIL), and modern enterprise systems (e.g., ERP, CRM, Cloud platforms).
Problem-Solving: Excellent analytical and problem-solving skills with a proven ability toidentify, assess, and resolve complex IT and operational process issues.
Communication: Strong written and verbal communication skills to articulate technical and process concepts clearly to diverse technical and non-technical stakeholders.
Automation & Scripting: Experience with process automation tools (e.g., RPA platforms, scripting languages like Python, PowerShell) or workflow orchestration tools.
Specific Tools: Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Management), project management tools (e.g., Jira, Azure DevOpsools, monitoring/observability tools.
Cloud Experience: Experience with cloud platforms (e.g., AWS, Azure, GCP) andoptimizingprocesses in cloud-native or hybrid environments.
BA or BS degree in an IT related field or an equivalent combination of formal education and applicable experiencerequired
Universal Music Group is an Equal Opportunity Employer.
Diversity & Inclusion
At Universal Music we are committed to fostering diversity and inclusivity as an equal opportunity employer. We encourage applicants from all backgrounds to apply for our roles regardless of their gender, race, ethnicity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background. We also encourage people from all cultural backgrounds to apply, including First Nations people. It is through our diversity and inclusivity that we bring together different perspectives, enhancing our creative and evolving workplace. Music is Universal.
Disclaimer
The company presents this job description as a guide to the major areas and duties for which the jobholder isaccountableHowever, the businessoperatesin an environment that demandschangeand the jobholder's specific responsibilities and activities will vary and developTherefore, the job description should be seen as indicative and not as a permanent,definitiveand exhaustive statement.
Technology
Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries. Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans.
Universal Music Group's labels include A&M Records, Astralwerks, Blue Note Records, Capitol Christian Music Group, Capitol Records, Capitol Records Nashville, Caroline, Decca, Def Jam Recordings, Deutsche Grammophon, Disa, Emarcy, EMI Records Nashville, Fonovisa, Geffen Records, Harvest, Interscope Records, Island Records, Machete Music, MCA Nashville, Mercury Nashville, Mercury Records, Motown Records, Polydor Records, Republic Records, Universal Music Latino, Verve Label Group, Virgin Records, Virgin EMI Records, as well as a multitude of record labels owned or distributed by its record company subsidiaries around the world. UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.).
UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world. Universal Music Group is a Vivendi company.
Find out more at: http://www.universalmusic.com.
View our current career opportunities at: http://www.umusiccareers.com
