Information Technology Support Executive {Adobe Platform Support Engineer - L3 Support}

Macpower Digital Assets EdgeHarrison, NJ, United States

30+ days ago

Job type

Full-time

Job description

Primary Responsibilities and Expectations for This Role : The key objective of this position is to enhance our Adobe service operations, ensuring comprehensive coverage during North American business hours. Additionally, this role is expected to be a key contributor to the improvement of the Adobe platform and products, supporting the delivery of new capabilities and projects.

dobe Technology Environment : This role will cover entire Adobe technology domain, including :

dobe Sign platform - multiple consoles serving over 300,000 users
dobe Document and Creative Cloud Apps - cloud-based license management
dobe Document Cloud - primarily Acrobat and Reader installations
dobe Creative Cloud product suite - with ongoing enhancements

Main Tasks

Perform L3 support , engaging with business users, other technology teams, Adobe, and Pharmaceutical's first- and second-level support partners for all Adobe products, with a focus on Sign and Acrobat.

Manage user processes and platform monitoring , maintain automation scripts, address anomalies, and enhance automation.

Maintain and update formal knowledge documentation for support teams and business end-users.

Oversee pplication lifecycle management , supporting the delivery of new capabilities from both a technical and change management perspective.

ct as a Subject Matter Expert (SME) and collaborate with the organizational change management team .

Contribute to platform-related projects .

Skills and Expertise

To excel in this role, the ideal candidate should possess the following skills and expertise :

Required Skills :

Experience in managing large Adobe Sign solutions end-to-end , including integration and operation across multiple consoles.

Strong knowledge of crobat and related use cases , ideally including digital signatures and certificates.

Familiarity with special configurations , such as workflows (considered an asset).

Experience working in a global, virtual team , preferably in the healthcare industry.

Proven ability to perform L3 support tasks , including engagement with business users, vendors, and external support partners within a formal ITSM tool and process .

Preferred Skills :

Familiarity with ServiceNow, ITSM support, and knowledge management processes .

Desktop application management , including software deployment and updates in large PC environments (Windows 10 & 11).

Experience with PowerApps-based automation , as well as PowerShell and Python (considered an asset).

Knowledge of Entra (Azure AD) and Identity & Access Management-based user and license provisioning processes .

Understanding of GxP regulations and IT security fundamentals .

Basic knowledge of JIRA .

Must-Have Skills and Experience :

dobe Product Expertise : Experience managing Adobe Sign and Acrobat, including integration and use-case knowledge.

L3 Support : Skilled in resolving complex issues and collaborating with business users, vendors, and external teams.

utomation and Scripting : Proficient in PowerShell, Python, and PowerApps for automating tasks and improving platform efficiency.

User and License Management : Knowledgeable in Entra (Azure AD) and Identity Access Management for user provisioning and license management.

ITSM Tools : Experienced in using ServiceNow and JIRA for managing incidents, requests, and tracking support tasks.

pplication Lifecycle Management : Capable of supporting upgrades, enhancements, and technical support for applications.

Knowledge Management : Skilled in maintaining and updating formal knowledge bases for teams and end-users.

Compliance and Security : Understanding of GxP regulations and IT security best practices , especially in regulated industries.

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Information Technology Support • Harrison, NJ, United States

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