Meeting and Events Operations Analyst

Main Objective: The Meetings & Events Operations Analyst is responsible for ensuring the administration and consistent implementation of the Meetings & Events GEMS integrated systems and their in-depth processes, providing guidance, support and training universally, while simultaneously communicating insights and deploying methodologies for effective and efficient system operations.

Essential Duties and Responsibilities:

• Primary contact for troubleshooting and support of GEMS (Global Event Management System) and assisting Requesters and Approvers with meeting request submissions. Utilize Salesforce ticketing system to track & manage support requests.
• Systems administrator for Cvent event management software. Works closely with Salesforce COE team and IT to troubleshoot integration issues with Cvent.
• Performs requirements gathering and analysis activities by working with key stakeholders, including but not limited to, developers, system analysts, designers, and internal/external customers on enhancements and/or new features to GEMS.
• Manages projects for new enhancements, migrations and system changes for Cvent platform. Performs configuration changes as necessary.
• Works with IT to manage upcoming enhancements and new features to GEMS system. Alert stakeholders of pending system changes and plan any needed communications and/or trainings.
• Performs User Acceptance Testing (UAT) on newly released enhancements and features to GEMS.
• Maintains user guides for department processes and GEMS system training materials.
• Conducts GEMS overviews and onboard training for new employees, meeting requesters & approvers.
• Works closely with Meeting Planners to execute event registrations, building of event websites and accurate submission of meeting requests. Assists with onsite event check-in, badge printing and way-finding duties as needed.
• Develops and enhances collaborative relationships across internal users and business clients.
• Works closely with Meetings Optimization Supervisor on utilizing best practices for Cvent application.
• Maintains Meetings & Events SharePoint site for changes and updates.
• Supports Meeting Planners in utilizing the Salesforce Contracts Management System. Understands contract and agreement lifecycles and escalates issues and enhancement requests to IT as needed.
• Provides exceptional customer service to all stakeholders.
• Supports Meetings & Events Data Analyst as backup resource for reporting requests and Concur expense reviews.
• Possible travel required for occasional training, meetings or trade shows.

Knowledge:

General knowledge of industry practices, customer service, and standards.  Ability to manage scope and understand project management concepts. Ability to manage multiple projects / assignments concurrently. Strong business analytical skills with the ability to produce clearly articulated requirements and documents. Experience with system troubleshooting and supporting end-users.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to communicate effectively, is solution oriented and helps to resolve conflicts from occurring.   Exercises considerable autonomy, is proactive and takes initiative with little direction, demonstrates desire to solve problems and be resourceful in seeking answers.

Discretion/Latitude:

Ability to facilitate and conduct meetings while asking questions and soliciting feedback, presenting and capturing notes/requirements in various software applications/tools.

Skills:

• Strong customer service and organizational skills; detail oriented
• Strong written and verbal communication skills
• Ability to work in a fast-paced, ever changing environment.
• Proficient in Cvent, SalesForce, Meetings Management systems preferred
• Coachable, Team player, self-motivated, ability to work independently and meet deadlines
• Intermediate level of Microsoft Office, Excel, Word, PowerPoint and Outlook email experience.
• Aptitude to manage multiple projects and priorities, tasks and coordinate various channels of communication at the same time.
• Ability to train end-users on system processes and best practices.
• Ability to extract, interpret, and communicate insights from integrated systems.
• Broad knowledge of Salesforce and Cvent applications and demonstrated ability to manage these systems along with integration responsibilities with Creekside (Arthrex.com, SAP, CTS, MedTrac, etc.).

Education/Experience:

• Bachelor’s degree in business, finance, accounting, or IT related field required.
• Experience working in business, finance accounting or IT environment preferred.
• Experience in Salesforce, meeting applications, and system integration and configuration is a plus.
• Project management experience highly desirable

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.