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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.



The primary object of this role is to ensure the effective uptake, implementation and effective use of IDP’s new Digital Events Management System. This role will report to the Lead Agile Process Improvement and will guide Events Coordinators & Marketing Teams across the globe in how to set up digital events, ensure they are taking a standardised approach to implementation, 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.


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 standardised 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.
  • Number of issues at events
  • Feedback from the IDP network event staff and business



  • Ensuring event coordinators and network staff are effectively trained on the digital event system
  • Feedback from IDP network event 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.
  • Client, student & counsellor surveys


Process Improvements

  • Coordinate process improvements across the network whilst maintaining standardisation
  • Coordinating system improvements with Cvent
  • Ensuring that the business is ready to adopt improvements
  • Actively review student & client feedback on the event & Cvent system
  • Feedback from Event coordinators
  • Feedback from Country Management
  • Feedback from Counsellors




Essential requirements (skills, knowledge experience & qualification):

  • Bachelor's degree from a recognised institution
  • Minimum 3 years working experience in rendering Product Support to end users
    • Specialisation in any Marketing Campaign tools example: SaaS marketing tools like Exact Target, Mail Chimp, CVent, etc
    • Identify, Evaluate, Prioritize and Resolve user requests and issues
  • Comfortable using general office software applications like Ms Excel, Ms Word and PowerPoint, SaaS applications
  • Have excellent written and verbal communication skills in English, influencing and customer management skills
  • The ability to both take 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
  • Digital Marketing background with knowledge of Google Analytics, Google Adwords, Facebook Campaign Manager, Google Tag Manager and the use of conversion tracking and remarketing pixels.
  • Excel at developing relationships over the phone and in person
  • Experience using Graphic Design tools such as Photoshop