Service Desk Analyst

Job Description

A little bit about our team:
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.
Why this could be your next big break:
The Finance Service Desk Analyst will provide user support and help resolve issues and inquiries for business users and customers.
Here you'll get to:
• 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
About you:
• Ensure a high level of customer service
• Resolve inquiries in a timely manner
• Accurately allocate inquiries to respective process owners for timely resolution
It would be music to our ears if you also had:
• 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

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Salary Range
$57,000 to $61,000 Annually
Salary ranges are included for job postings where required by law. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.
Warner Music Group is an Equal Opportunity Employer.
Links to relevant documents:
2026 Benefits At A Glance
EVerify Participation Poster.pdf
Right To Work .pdf

Jobcode: Reference SBJ-xk3074-216-73-216-132-42 in your application.