Application Support Engineer - Adobe Sign

Cardinal Health International Philippines Inc.; Pateros; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cardinal Health International Philippines Inc. seeks an experienced SaaS Application Support Engineer to provide IT support for SaaS end users via ServiceNow.

The role liaises with integration vendors, maintains runbooks and technical diagrams, and ensures SLA targets are met while driving KPI reporting. Preferred experience includes Adobe Sign or DocuSign administration, API integrations, and IAM/Sso knowledge.

Qualifications

• 4 Years minimum prior experience as a SaaS Application Support Engineer (Adobe Sign or DocuSign Administrator Experience Preferred).
• Prior experience working with end users and building internal customer relationships.
• Education based off track level.

Responsibilities

• Provide IT support to SaaS application end users through ServiceNow ticket process.
• Act as liaison between application integration partners and vendor for setup and support of integrations.
• Maintain runbook and team procedures documentation.
• Maintain Technical Diagrams of the application.
• Seek support from vendor as necessary.
• Meet/exceed application maintenance and support SLAs.
• Report on KPIs to leadership.
• SME for all Adobe/DocuSign projects.
• Lead AP Integration (Planning, Testing, Implementation).
• Create Technical Diagram.
• Lead App Onboarding (DocuSign).
• SRT/Escalation Support.
• Use ServiceNow to manage enhancements and change requests.
• Document and test application resiliency plans.
• Ensure regulatory compliance measures to reduce HIPAA audit findings.
• Comply with policies and procedures (compliance, audit, security).
• Assist solution owner with long-term strategies for applications.
• Ensure applications align with org goals and EIT standards.
• Work with vendors on application roadmap.
• Occasionally assist with IT-centric complex projects.
• This position may take on other duties as assigned.

Skills

SaaS support

Adobe Sign

DocuSign administration

ServiceNow

API integration

IdentityIQ / SSO

Customer relationship

Documentation

Tools

Adobe Sign

DocuSign

ServiceNow

APIs

IdentityIQ

SSO

Job description

The primary support application will be Adobe Sign; However, This position may support other applications.

Responsibilities

• Provide IT support to primarily SaaS application end users through ServiceNow ticket process
• Act as the liaison between our application integration partners and the vendor to assist with the set up and support of the integrations
• Maintain runbook/team procedures documentation
• Maintain Technical Diagrams of the application
• Seek support from vendor as necessary
• Meet/exceed application maintenance and support SLAs
• Report on KPIs to leadership
• SME for all Adobe/DocuSign projects
• Lead AP Integration (Planning, Testing, Implementation)
• Create Technical Diagram
• Lead App Onboarding (DocuSign)
• SRT/Escalation Support
• Use ServiceNow to create and manage enhancements and change requests
• Document and test application resiliency plans
• Implement solutions that comply with all necessary regulatory compliance measures to reduce findings in HIPPA audits
• Comply with all required policies and procedures such as compliance, audit and security requirements, etc.
• Assist the application solution owner with defining the long-term strategies for the applications
• Ensure the applications align with the organization’s goals and follow EIT standards
• Work with vendors to understand the application’s roadmap
• Occasionally assist with IT centric complex projects of large scope
• This position may take on other duties as assigned

Qualifications

• 4 Years minimum prior experience as a SaaS Application Support Engineer (Adobe Sign or DocuSign Administrator Experience Preferred)
• Prior experience working with end users and building internal customer relationships
• Education based off track level

Preferred

• Adobe Sign/DocuSign Administrator Experience
• Experience working with APIs/integrating IT applications
• Previous experience working with Identity Access Management applications (Identity IQ/Single Sign-on)
• Excellent communication skills
• Ability to understand and follow IT policies
• Manage and prioritize multiple tasks/projects
• Maintain accurate and thorough documentation

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.