Senior Digital Application Support Agent

Provide hands-on support and continuous improvement for DMG Events’ marketing and event technology applications. This role ensures the reliability and responsiveness of platforms such as marketing automation, websites, content management, event management, conference management, and analytics, enabling marketing teams to deliver effective, data-driven campaigns, and event teams successful events. Key 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

*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. Ideal Candidate *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