dmg events - Senior Digital Application Support Agent
Requirements
• Strong background in digital application or MarTech / Event application support. • 3-5 years experience using service desk/ticketing platforms (e.g. Jira, ServiceNow, FreshDesk). • Familiarity with one or more of: CRM/CDP systems, marketing automation (e.g. Emarsys, Salesforce Marketing Cloud, HubSpot), CMS/web platforms, Event Registration & Management platforms, or reporting/analytics tools. • Understanding of data quality, GDPR, and marketing compliance requirements. • Awareness of how applications are deployed and supported in production, including risk points. • Knowledge of Agile working practices is a plus. • Technical literacy (e.g. basic API knowledge, SQL queries, or scripting) an advantage • Experience using low/no-code platforms such as Qlik to manage data integrations between event and marketing applications. • A digital applications generalist with experience supporting event and marketing technology platforms. • Strong communicator, able to explain technical issues in clear, non-technical language. • Service-minded and collaborative, comfortable working with busy Event and Marketing teams. • Organised and proactive, balancing immediate support needs with longer-term improvements. • Technically literate to be able to query API’s directly to problem solve • Experience using Qlik as a low-code platform to manage data throughput from one service to another
Responsibilities
• Take day-to-day ownership of support for DMG’s in-house and third-party digital marketing applications • Configure, maintain, update, and support these applications, ensuring performance and availability for marketing campaigns. • Act as a first point of contact for marketing and event users and platform vendors/developers, ensuring effective collaboration and issue resolution. • Author and maintain process, application, and user documentation to build a sustainable knowledge base across Marketing, Event and Technology. • Assist in delivering training and support a network of Super Users within Marketing to increase adoption and confidence in the tools. • Manage and prioritise service desk tickets, escalating incidents where necessary and ensuring timely resolution of high-impact issues. • Identify recurring problems and recommend preventative solutions or platform improvements. • Proactively manage stakeholder expectations by providing regular updates on incident resolution and enhancement delivery. • Support compliance with data quality standards across marketing and event applications. • Partner with Marketing and Event stakeholders to align platform setup, enhancements, and support with campaign timelines and business objectives. • Coach and mentor mid-level and junior support analysts
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