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
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