Workfront Support Analyst

NCS Group Australia; City of Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

NCS Group Australia is seeking a Workfront Support Analyst to be the primary contact for Adobe Workfront support across the business. You will troubleshoot, resolve user requests, and manage the support queue to ensure timely responses.

You'll collaborate with stakeholders and the Workfront System Administrator to investigate issues, implement enhancements, and develop training materials and reporting to drive platform success and continuous improvement.

Qualifications

• Experience in systems support, application support, service desk, or similar roles.
• Strong problem-solving and troubleshooting with ability to identify root causes.
• Excellent communication to explain technical concepts to non-technical users.
• Customer-focused mindset and desire to deliver a positive support experience.
• Strong organisational skills to manage multiple priorities to resolution.
• Experience coordinating with business and technical stakeholders.

Responsibilities

• Serve as primary contact for Workfront support across the business.
• Manage the Workfront support queue and ensure timely resolution of requests.
• Collaborate with stakeholders and the Workfront System Administrator to investigate issues and implement enhancements.
• Develop training materials and enablement resources for users.
• Provide reporting and insights on support activity and recurring issues to drive improvements.

Skills

Systems support

Troubleshooting

Communication

Customer focus

Organization

Stakeholder management

Microsoft 365

Tools

Adobe Workfront

Jira

ServiceNow

DevOps

Job description

At NCS Australia, we’re the challenger alternative in technology services and consulting. With more than 47 years of Australian heritage, we partner with governments and leading organisations to solve complex challenges, embrace new opportunities and deliver outcomes that make a real difference.

Our people bring together expertise across technology, consulting, delivery, operations, sales and corporate functions. We work collaboratively, challenge the status quo and give our people the opportunity to make an impact — for our clients, our communities and each other.

Make extraordinary happen

At NCS Australia, we’re the challenger alternative in technology services and consulting. With more than 47 years of Australian heritage, we partner with governments and leading organisations to solve complex challenges, embrace new opportunities and deliver outcomes that make a real difference.

Our people bring together expertise across technology, consulting, delivery, operations, sales and corporate functions. We work collaboratively, challenge the status quo and give our people the opportunity to make an impact — for our clients, our communities and each other.

Job Description

We're looking for a Workfront Support Analyst to become the primary point of contact for Adobe Workfront support across the business. In this role, you'll help users get the most out of the platform by providing practical support, troubleshooting issues, and ensuring requests are resolved in a timely and efficient manner. You'll manage the Workfront support queue, work closely with stakeholders across the business, and collaborate with technical teams to investigate and resolve system, process and user-related issues.

You’ll develop a strong understanding of Workfront and the business processes it supports, partnering with the Workfront System Administrator to investigate issues, support system enhancements, assist with testing and communicate updates to users. The role will also focus on user enablement through training, support materials and knowledge sharing, while identifying trends and opportunities for process and system improvements. In addition, you'll provide reporting and insights on support activity, recurring issues and enhancement opportunities to help ensure the ongoing success and evolution of the platform.

Qualifications

• Experience in systems support, application support, service desk, business analysis, marketing operations or a similar role.
• Strong problem-solving and troubleshooting skills with the ability to identify root causes and recommend practical solutions.
• Excellent communication skills with the ability to explain technical concepts and processes to non-technical users.
• Customer-focused mindset with a genuine passion for helping users and delivering a positive support experience.
• Strong organisational skills with the ability to manage multiple priorities and see issues through to resolution.
• Experience working with stakeholders across business and technical teams.
• Proficiency with Microsoft 365 applications including Excel, Word, PowerPoint, Teams and SharePoint.
• Experience with Adobe Workfront, Jira, ServiceNow, DevOps or similar workflow and support platforms is advantageous.
• Adobe Workfront experience or certification will be highly regarded but is not essential.
• A positive attitude, strong learning agility and enthusiasm for technology and continuous improvement.

Additional Information

Why NCS?

This is a place for people who like to get stuck in, bring ideas to life and make things happen. You'll work alongside experienced people who care about what they do, contribute to meaningful work and have the support to keep learning and grow your career. Whether you want to deepen your expertise, explore something new or take your career in a different direction, there's room to make it your own. We value Adventure, Excellence, Integrity, Ownership and Unity - bringing curiosity, collaboration and accountability to the way we work with our clients and each other.

Ready to make extraordinary happen?

We'd love to hear from you.

We celebrate diversity and inclusion

We value different perspectives, experiences and strengths our people bring. We're committed to an inclusive workplace where everyone has the opportunity to contribute, grow and succeed, and to providing equal employment opportunities and reasonable adjustments throughout the recruitment process.

Important information

Applicants will need valid Australian work rights and may be required to undergo relevant background, probity and police checks.

Agencies:

NCS accepts candidate submissions only from agencies on our preferred supplier panel through the NCS Agency Portal.