Meeting & Event Services – Program Services Analyst
We’re looking for a service-oriented professional that is eager to assist in the overall success of programs/meetings managed by Deloitte’s Meeting & Event Services (MES). As part of this group, you’ll get an inside look at what it’s like to work for and succeed in a professional services organization.
Position Overview
Program Services Analyst is the USI-based application expert and central point of contact for app-related engagement, issue resolution, and ongoing process improvement supporting Deloitte University (DU) in USI and the US. This role supports and collaborates with the Senior Program Services Specialist, meeting planners, DU stakeholders, and various program and delivery teams to ensure app consistency, adoption, and an optimized attendee and stakeholder experience across multiple initiatives.
In this role, your responsibilities could include, but are not limited to, the following:
Stakeholder partnership & subject matter expertise
- Partner with MES planners, program managers, and delivery teams to provide end-to-end support of the DU app in alignment with strategic objectives.
- Serve as the primary USI-based app expert, ensuring program consistency and best practices.
- Participate in planning calls to understand program goals and advise on app features that enhance the attendee experience.
- Consult with teams during planning, capture feedback on app performance, and recommend enhancements.
Collaboration, training & communication
- Conduct planning team and stakeholder trainings, demonstrations, and office hours as needed for program stakeholders and planners.
- Maintain consistent alignment with the DU Strategy, Innovation & Experience team on app utilization, user feedback, and future-state goals.
- Work with DU Strategy, Innovation & Experience teams to create or update app-related collateral, training guides, FAQs, templates, and communications.
App management & issue resolution
- Oversee day-to-day app management, including features such as push notifications, gamification, and updates.
- Monitor all DU app inboxes (IST hours and DU Westlake support through Friday EOD IST), responding quickly, prioritizing issues, and ensuring prompt problem-solving (Monday through Friday, with ad hoc weekend support as required).
- Serve as escalation point for technical issues, troubleshoot where possible, and coordinate with PxE, USI, DU Cyber, and other teams for effective problem resolution.
Process improvement & project support
- Drive and implement continual process improvements for app strategy, management, and support.
- Track all issues from initiation through resolution, documenting root causes and outcomes to reduce future risks.
- Assist as needed on other new or existing projects related to DU and MES initiatives.
Documentation & data integrity
- Update and preserve integrity of Microsoft Teams page data and other repositories for all app-related information.
- Maintain detailed documentation and share updates with all relevant stakeholders to ensure transparency and knowledge transfer.
How Your Success will be measured
Throughout your time in this role, your success will be measured in a number of ways: our team’s overall success in delivering programs to our customer, how well we drive our app processes and strategy to our program and our internal team as well as the completion and implementation of projects that you help drive. You will report to the Deloitte MES Managers who will ensure they provide you with the support and guidance you need to succeed.
Qualifications
· Graduate or equivalent in any discipline. BA/BS/BHM will be a plus.
· 1 -3 years of related experience, preferably in events, technology, project management and hospitality industry
· Demonstrated leadership qualities and leadership potential
· Excellent communication skills (written and oral) with a consultative style; great listener
· Creative/innovative and analytical thinker
· Genuine interest in leveraging and implementing new technology
· Project management – ability to understand scope, create timelines, and deliver on time
· Strong organizational skills with the ability to multi-task many assignments
· Ability to handle high volume workload and fast pace
· Quick to action: works well in fast pace and changing environment
· Ability to work independently on multiple projects simultaneously and under deadlines
· Solutions & results oriented
· Demonstrated initiative to work independently without a great deal of direction. Strong working knowledge of Word, Excel, Outlook, PowerPoint, Teams
Shift Timings - 9:00 AM to 6:00 PM / 11:00 AM to 08:00 PM