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Operational Support Analyst(Digital events)

Technology Services | Chennai, India | Full Time

Job Description

About Us:

IDP Education is a global leader in the international education industry which operates a number of related business lines including; international student placement; English language testing;  and English language Training.  We are a rapidly growing global organisation with ambitious future expansion plans.

IDP Education is a publically listed company in Australia. Education Australia, a company representing 38 prestigious Australian Universities, owns 50% of the shares in the business with the remaining 50% held by public investors.


POSITION PURPOSE

The primary object of this role is to ensure the effective uptake, implementation, and effective use of IDP’s  Digital Events Management System as a Technical Support Analyst. This role will report to the Lead – 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 available before, during and after events to answer or direct system & process related queries including assistance with setting up and designing event landing and registration pages. Should be able to handle issues through Ticketing tool and respond based predefined Service level agreements.

 

Pre-Event Coordination

  • Guide network event coordinators through the event implementation process
  • Configure the events in Cvent system based on business requirements
  • Ensuring event coordinators have the appropriate technical resources set up at each event
  • Ensuring that event implementation is as standardized as possible
  • Working with Event Coordinators to ensure venues can support the digital event system requirements
  • Assist event coordinators with design of their event landing pages as and when required
  • Assist event marketers with running relevant event reports on CVENT.
  • Trouble shoot landing page design issues as and when they occur.

 

Training

  • Ensuring event coordinators and network staff are effectively trained on the digital event system
  • Ensuring that IDP event staff have immediate access to 1st level support before, during and after events using SD Tickets
  • Coordinating 2nd & 3rd level support with clients, IDP staff, venues and Cvent staff

 

Product Support

  • Ensuring that IDP event staff have immediate access to 1st level support before, during and after events
  • Coordinating 2nd & 3rd level support with clients, IDP staff, venues and Cvent staff
  • Feedback from Event coordinators
  • Feedback from Country Management

 

Product improvements

    • Leverage feedback to identify improvements to the Cvent system
    • Coordinate between IDP IT, Cvent & network staff to implement
    • Conduct periodic UX/UI design improvements to event landing and registration page templates.

Process Improvements

  • Coordinate process improvements across the network whilst maintaining standardization
  • Coordinating system improvements with Cvent
  • Ensuring that the business is ready to adopt improvements
  • Actively review student & client feedback on the event & Cvent system

PERSON SPECIFICATION

 Essential requirements (skills, knowledge experience & qualification):

  • Bachelor's degree from a recognized institution
  • Minimum 3 years working experience in rendering CVENT Product Support to end users
    • o    Specialization in Cvent or any digital events platform.
    • o    Identify, Evaluate, Prioritize and Resolve user requests and issues on Service Now Platform.
  • 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