Information Technology Support Executive {Adobe Platform Support Engineer - L3 Support}Macpower Digital Assets Edge Private Limited • United States
Information Technology Support Executive {Adobe Platform Support Engineer - L3 Support}
Macpower Digital Assets Edge Private Limited
- United States
- United States
About
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.
Adobe Technology Environment:
This role will cover entire Adobe technology domain, including:
Adobe Sign platform
multiple consoles serving over 300,000 users
Adobe Document and Creative Cloud Apps
cloud-based license management
Adobe Document Cloud
primarily Acrobat and Reader installations
Adobe 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
application lifecycle management , supporting the delivery of new capabilities from both a technical and change management perspective.
Act 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
Acrobat 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:
Adobe 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.
Automation 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.
Application 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.
Languages
- English
Notice for Users
This job comes from a TieTalent partner platform. Click "Apply Now" to submit your application directly on their site.