About the role
About The Opportunity Join FCM Meetings & Events as a Systems Support Specialist and play a critical role in powering the technology platforms that support our global operations. Working within the Digital Product team, you'll be the go-to expert across key M&E platforms, helping teams maximise system capabilities, streamline processes, and deliver exceptional customer experiences. This is a high-impact opportunity for a technically minded problem-solver who enjoys collaborating across teams, troubleshooting complex challenges, and driving continuous improvement through technology.
Key Responsibilities
- Manage the day-to-day administration of M&E business systems, including user access, system availability, maintenance, and support.
- Configure and maintain system settings, permissions, templates, and workflows across multiple platforms.
- Conduct quarterly access audits to ensure permissions remain accurate, compliant, and aligned to business requirements.
- Coordinate technical support activities with external vendors and internal ETS teams.
- Act as the Subject Matter Expert for platforms including Qondor, Cvent, EventsAir, Event Workspace, AMGiNE, Venue Finder, M&E Backstage, and related reporting tools.
- Support system projects from requirements gathering through implementation and post-deployment optimisation.
- Partner with Finance Systems, Salesforce, and other technology teams to support integrations and system enhancements.
- Provide technical support, troubleshooting, and issue resolution for internal and external users.
- Manage escalations with third-party suppliers and oversee issues through to successful resolution.
- Deliver system onboarding, training, user guidance, and documentation.
- Maintain accurate system documentation, user guides, and standard operating procedures.
- Generate and analyse reports on system usage, compliance, trends, and adoption.
- Collaborate with operational leaders and stakeholders to identify opportunities for process improvement and automation.
- Stay informed on emerging technologies, best practices, and industry trends in system administration.
- Support global teams, including occasional out-of-hours escalations, system releases, and international communications.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
Experience & Qualifications
- Minimum 3 years' experience in a systems support or technical support environment.
- Knowledge of Cvent, EventsAir, or Qondor is advantageous.
- Strong technical aptitude and systems fluency.
- Knowledge of system management, problem reporting, change management, and support tools.
- Excellent technical troubleshooting skills.
- Strong interpersonal and customer service skills.
- Excellent verbal and written communication skills.
- Ability to collaborate effectively with cross-functional teams.
- Experience supporting users across multiple locations.
- Highly desirable: Microsoft systems, communications or learning-related certifications and/or background.
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