Application Support Analyst
London, England

Job Reference: --006054

Location: London, England

Closing Date: 30/05/2019

Department: GE Technology - Central

Division: Global Exhibitions

About us

We’re the world’s largest events and exhibitions organiser, working across more than 30 countries and serving dozens of specialist professional communities. Come join us!

Job Purpose

Providing level 2 application support for Global Exhibitions’ Sales and Marketing applications.

Main Duties & Responsibilities:

  • Level 2 technical support for Global Exhibitions’ enterprise applications for Marketing and Sales
  • Management and resolution of Incidents and Service Requests within agreed Service Levels
  • Co-ordination of multiple internal and external teams in a “service integrator” capacity
  • Logging and management of Change Requests
  • Major Incident Management including customer communication
  • Formal and informal meetings with business stakeholders at all levels
  • Regular and ad-hoc operational meetings with vendors and level 3 support teams

Essential skills and experience:

  • Demonstrable experience of providing level 2 technical support for marketing automation, digital campaign management and analytics, data management, and Salesforce applications
  • Good working knowledge of Incident Management, Request Fulfilment and Change Management processes
  • Ability to manage and co-ordinate diverse groups to deliver common goals and targets
  • Applying a logical approach to investigating and resolving complex problems
  • Able to prioritize and manage a diverse and demanding workload
  • Excellent communication and interpersonal skills
  • Using an enterprise level IT Service Management toolset to manage incidents and Service Requests 

Desirable skills and experience:

  • Experience providing level 2 technical support for the following applications:
  • Oracle Eloqua 
  • Adobe Analytics
  • Adobe Target
  • Adobe Dynamic Tag Manager
  • Talend MDM 
  • Authoring SQL statements
  • Amazon Redshift
  • PostgreSQL
  • Snowflake Data Warehouse
  • Adobe Experience Manager
  • Mulesoft Anypoint Platform
  • Salesforce
  • Steelbrick
  • Expocad
  • Freeman Passport
  • Conga
  • Skuid
  • WalkMe 
  • Jira & Confluence
  • Docusign
  • Using ServiceNow to manage Incidents, Requests and Changes, and to run reports
  • ITIL v3 Foundation and/or experience of working in an ITIL environment
  • Working in an Events/Exhibitions Business