Systems Support Specialist, FCM M&E - Kuala Lumpur

FCM Travel - Flight Centre Travel Group; Kuala Lumpur; On-site; MYR 54,000 - 76,000; Full time

Job summary

FCM Meetings & Events seeks a Systems Support Specialist to power our Digital Product platforms across global operations. You will be the go-to expert for M&E platforms, helping teams maximize system capabilities, streamline processes, and deliver excellent customer experiences.

Ideal candidates have 3+ years in systems support, familiarity with Cvent/EventsAir/Qondor, and strong troubleshooting plus cross-functional collaboration skills.

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.
• Microsoft systems, communications or learning-related certifications are a plus.

Responsibilities

• Manage 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 platforms.
• Conduct quarterly access audits to ensure permissions are accurate and compliant.
• Coordinate technical support activities with vendors and internal teams.
• Act as SME for platforms including Cvent, EventsAir, Qondor and related reporting tools.
• Support system projects from requirements gathering through implementation and post-deployment optimization.
• Partner with Finance Systems, Salesforce, and other teams to support integrations.
• Provide technical support, troubleshooting, and issue resolution for users.
• Manage escalations with third-party suppliers and oversee resolutions.
• Deliver system onboarding, training, user guidance, and documentation.
• Maintain system documentation and SOPs.
• Generate and analyse reports on usage, compliance, trends, and adoption.
• Identify opportunities for process improvement and automation.

Skills

System administration

Troubleshooting

Customer service

Cross-functional collaboration

Technical documentation

Tools

Cvent

EventsAir

Qondor

Job description

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.

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.