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Events Management Systems Administrator
National Geographic
Washington, DC, United States
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Job Description Summary
The Events Management System position is the primary technical point of contact for the Cvent application and oversees all aspects of its administration, development and data quality and is responsible for ensuring that the configuration and related internal customer support serves the organization’s needs. Additionally, the administrator ensures successful technical and application administration for the hosted Tessitura application by a managed service provider.
This position supports the Events and Sponsorships team (primary users of Cvent) and Museum and Live Events team (primary users of Tessitura) and, to that end, works closely with the Technology Services and Digital teams.
Responsibilities
Administer Cvent platform (20%)
• Ensure proper security measures are in place and are followed.
• Manage security settings that provide user access to data, including user account provisioning and management as needed.
• Ensure controlled process in the delivery of new functionality including migration of changes across development, test and production instances.
• Serve as a technical point of contact for Cvent to implementation partners and internal groups seeking integration or data sharing.
• Manage sandbox instances and their refresh schedules.
• Log and manage support cases reported to application vendor.
• Monitor batch and scheduled reports, processes and integrations to ensure proper functioning.
• Provide expertise and advice on Cvent.
Configure and customize Cvent application (15%)
• Configure Cvent to satisfy business requirements including the configuration of OnArrival 360 event registration functionality
• Support event planners as necessary as they perform typical Cvent event build activities for multiple small and medium-sized events
• Collaborate with business units to determine reporting and dashboard requirements. Creates ad hoc and customized reports and dashboards.
• Create and manage systemwide features such as users and roles, custom fields, data tags, discounts, code snippets, portals, libraries and integration points
• Configure integrations with other internal and external applications.
• Provide guidance on the design and implementation of integrations.
• Implement periodic application releases as delivered by vendor.
• Support the Digital teams for configurations of CrowdCompass mobile application or other digital/web experiences.
Partner with managed service provider in support of Tessitura installation (20%)
• In support of the Museum and Live Events, oversee technical activities of managed service provider to ensure successful ongoing operations of the Tessitura application, including facilitating and supporting application upgrades, participating in and coordinating the user acceptance testing of upgrades and new features, and supporting the development of integrations between Tessitura and other NGS systems
• Work with business owners and IT teams to maintain existing hardware, such as ticket printers, scanners and credit card processors and to support upgrades when necessary.
• Work with digital teams on data integrations needed for web/mobile and single-sign on experiences
• Work with business owners and/or Finance teams to configure/maintain/monitor credit card processing and other digital commerce methods; works with Information Security teams to monitor/maintain PCI compliance requirements.
Provide customer and application support (30%)
• Work directly with internal customers to provide application support to user community by responding to tickets in ServiceNow; analyze the cause of and resolve production issues.
• For non-project efforts, work with customer to manage expectations for delivery and customer participation, establishing timelines for joint efforts and working to maintain customer engagement and adherence to schedule.
• Coordinate with event planners, Technology Services, and technical/building support personnel in support of Cvent OnArrival 360 event registration services and as needed to provision and troubleshoot Tessitura peripheral scanning and printing hardware and to troubleshoot network connectivity issues. (Some after-hours/on-call support should be expected in support of this function for approximately three major events per year.)
• Provide individual and group training and produce training materials (videos, documentation, help sections).
• Oversee evaluation of features of periodic updates of Cvent and Tessitura, identify features of interest to the applications’ stakeholders and determine with them the roadmap for rolling out new features.
Maintain integrity of Cvent and Tessitura data (10%)
• Maintain a consistently high level of quality of application data through continuous data quality oversight and maintenance. Identify duplicate and incomplete records and work with business for resolution.
• Manage bulk data imports and updates.
• Work closely with data governance team in the continuous evaluation and maintenance of data standards. Assist with data analysis.
• Maintain/Monitor Cvent and Tessitura integrations with NGS and non-NGS applications
Provide testing support (5%)
• Assist with planning and testing of Cvent and Tessitura application enhancements, fixes and updates including the development and execution of test plans and scripts and the coordination of user acceptance testing.
Minimum Education Required
Bachelor's degree or equivalent work experience in Management Information Systems, Business Administration, non-profit administration or a related field.
Minimum Years and Type of Experience
Three or more years’ experience as an Cvent administrator, ideally including experience with a non-profit organization. Tessitura experience is preferred.
Knowledge and Skills Required
Deep understanding of the Cvent application as well as event management application best practices and resources. Knowledge of Tessitura experience is preferred. In the absence of Tessitura experience, willingness to learn Tessitura to fulfill related responsibilities is required. Working knowledge of Salesforce applications including Sales Cloud, Service Cloud, and Marketing Cloud a plus. Museum and/or event planning experience also a plus.
Familiarity with IT principles and practices. Broad-based knowledge of information technology and business applications. Strong analytical skills and problem solving skills. Strong interpersonal and business communication skills. Strong written and verbal communication skills. Ability to manage and prioritize multiple tasks in a dynamic work environment. Ability to translate business needs into formal requirements documentation. Ability to analyze and document business processes.
Supervision
None
Responsibility percentages may vary depending on business needs.
National Geographic's headquarters is located in the heart of Washington, D.C. In addition to a unique and dynamic work environment, National Geographic offers its employees a comprehensive benefits package, including health and dental benefits, generous vacation and leave time, a 401(k) plan, and flexible work options. National Geographic is an Equal Opportunity Employer