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Lead Digital Events

DC - Business Operations | Chennai, Tamil Nadu, India | Full Time

Job Description

About Us:

IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia.  IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training. 


We are setting out to be the world's leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.


For over 50 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities.  For more than 5,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe. 


If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.


POSITION PURPOSE :


The primary object of this role is to be a part of Digital events Team and lead the team of technical Support Analyst. This role will report to the Manager – Digital Customer Experience and will guide IDP Marketing and Digital event executive who will be using Digital event’s platform to perform pre ,post and on-event functionalities, monitor the systems effectiveness and coordinate between the vendor, IDP staff and IDP clients to identify & implement improvements to both the system and the way it is employed. This role will also be a SME Subject matter expert for the interface between IDP Internal stakeholders like PO, Scrum Mater and BA for Enhancements new feature testing through Value added chain and for CVENT Vendor.


RESPONSIBILITIES :


Process Improvements


  • Working as a Bridge between digital events team and Manager Customer support fulfillment.
  • Coordinate process improvements across the network whilst maintaining standardization
  • Improve efficiency of the team to delight the customers.
  • Ensuring that the business is ready to adopt improvements
  • Actively review Teams performance and guiding them for technical solution.

Measures


  • Feedback from Team members
  • Feedback from PO & Scrum Mater
  • Feedback from External stakeholders from CVENT

Training


  • Do regular knowledge sharing with team members in removing the roadblocks on day to day operations.
  • Training the team with new feature, benefits, and implementation process.
  • Preparing the initial presentations on new products and enhancements that needs to be rolled out across globe .
  • Feedback from Digital Events Team members.

Product Support :


  1. Ensuring that IDP event staff have immediate access to 2st level support Coordinating 2nd & 3rd level support with clients, IDP staff, venues and Cvent staff

2. Feedback from team members


Product improvements :


  • Leverage feedback to identify improvements to the Cvent system.
  • Closely working with PO ,BA and scrum master in agile ceremonies in driving product improvements based on roadmap implementation .
  • Coordinate between IDP IT, Cvent & network staff to implement
  • Conduct periodic UX/UI design improvements to event landing and registration page templates
  • PO,SM,BA surveys

Team Development :


  • Supporting the team with technical issues and make sure issues are resolved on time.
  • Closely coordinating with team on competence development, Knowledge sharing etc.
  • Making sure the team has all necessary tools to deliver the solution during day to day operations and coordinate with Lead/Manager to resolve them.
  • Feedback from Internal stakeholdersFeedback from Lead/Delivery manager.


PERSON SPECIFICATION :


Essential requirements (skills, knowledge experience & qualification):


  • Bachelor's degree from a recognized institution
  • Minimum 4 years working experience in rendering CVENT Product Support to end users
  1. Specialization in Cvent or any digital events platform.
  2. Identify, Evaluate, Prioritize and Resolve user requests and issues on Service Now Platform.
  3. Certification on CVENT Platform and Atlassian tools like Jira & Confluence.
  • Comfortable using general office software applications like Ms Excel, Ms Word and PowerPoint applications and Agile applications like Jira and Confluence.
  • Have excellent written and verbal communication skills in English, influencing and customer management skills
  • The ability to both takes direction and also work independently in a fast-paced environment
  • Strong business acumen, ethics and high integrity
  • Strong time management and the ability to manage shifting priorities

Desirable requirements (leadership & team/project capabilities):


  • Experience with HTML, CSS, JavaScript, Confluence, Jira etc
  • Excel at developing relationships over the phone and in person
  • Experience using Graphic Design tools such as Photoshop


RELATIONSHIPS 


Internal


  • Marketing and Digital event executive
  • Service Desk Representatives
  • Application and Integrations Team
  • Digital Event Team

External 


  • Clients
  • Cvent