Service Desk Analyst

Job Description:

At Warner Music Group, we’re a global collective of music makers andmusic lovers, tech innovators and inspired entrepreneurs,game-changingcreativesand passionate team members. Here, we turn dreams intostardom and audiences into fans. We are guided by three core values thatunderpin everything we do across all our diverse businesses:

Curiosity:
We do our best work when we’re immersing ourselves inculture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation, andয়োজনটা innovation isthe key to our future.

Collaboration:

Making music and bringing it to the world is all about
* N?the power of originality amplified by teamwork. A great idea, like a great song, travels globally. We ignite passions and buildconnectionsacrossour diverse community of artists, songwriters, partners, andfans.

Commitment:
We pursue excellence for our team and ourtalent.

Everythingin music starts with a leap into the unknown, and we’recommานคร to keeping the faith, acting with integrity, and delivering onour promises.

WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating aworkenvironmentthat actively values, appreciates, and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences.

Consider a career at WMG and get the best of both worlds – aninnovativeglobalmusic company that retains the creative spirit of animbleindependent.

Warner Music’s Center of Excellence is the home to the financial, legal and administrative functions that provide critical support and best-in-class services to our US Recorded Music and Publishing businesses. The Nashville center embodies the innovative and creative spirit that stems from the company’s deep history in nurturing entrepreneurial thinking and artist-focused innovation, enabling our employees to develop a wide range of skills through cross-function collaboration and development opportunities.

The Finance Service Desk Analyst will provide user support and help resolve issues and inquiries for business users and customers.

• Serve as a first point of contact, providing support and direction with a focus of finance customers dealing with problems and queries as they arise
• Document and log all issues and inquiries to ensure a robust audit trail is available
• Comply with defined time frames for resolution and escalation per pre-defined SLAs
• Learn fundamental operations of service desk solution to maximize usage of tool functionalities
• Prepare a monthly report that compiles the most common issues / inquiries and distribute to Center process leads to help with continuous process improvement
• Update and refresh self-service tool materials when required to decrease the need for service desk support, when practical
• Cross training of service desk activities to other analysts
• Assist with other administrative tasks and special projects as required
• Effective knowledge of WMG organization and who to coordinate with to resolve issues

• Ensure a high level of customer service
• Resolve inquiries in a timely manner
• Accurately allocate inquiries to respective process owners for timely resolution

• Bachelor’s Degree or equivalent experience
• Familiarity with Finance and Accounting
• 2+ years of experience in a position involving customer support
• Ability to read/write Spanish or Portuguese
• Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions
• Problem solving, decision making, and continuous process improvement skills
• Ability to multi-task and prioritize projects. Ability to work under pressure and meet deadlines
• Partnering, influencing, and communication skills to convey key elements in a concise and positive manner
• Ability to work proactively, independently, and as a strategic partner in a team environment
• Demonstrated critical thinking and dedication to deepening understanding of work being done

Warner Music Group is all about our people. We…