Application Support Analyst

Job Reference: --006233

Location: Dubai

Closing Date: 16/05/2019

Department: IT

Division: Informa Markets

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 
  • Amazon Redshift
  • Adobe Experience Manager
  • Mulesoft Anypoint Platform
  • Salesforce
  • Steelbrick
  • Expocad
  • Freeman Passport
  • Conga
  • Skuid
  • WalkMe 
  • 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


This position is now closed. We are no longer accepting applications for this position.