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

MDA Edge; Harrison (NJ); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking an Adobe Platform Support Engineer to enhance their Adobe service operations. This role involves providing L3 support for Adobe products, particularly Adobe Sign and Acrobat, while managing user processes and platform monitoring. The ideal candidate will have a strong background in Adobe technology and experience in automation and scripting. Join a forward-thinking team dedicated to improving Adobe services and delivering new capabilities. If you are passionate about technology and eager to make an impact, this opportunity is perfect for you.

Qualifications

• Experience managing Adobe Sign solutions end-to-end.
• Strong knowledge of Acrobat, digital signatures, and certificates.
• Proficiency in automation scripts and ITSM tools.

Responsibilities

• Enhance Adobe service operations during business hours.
• Perform L3 support and manage user processes.
• Maintain knowledge documentation for support teams.

Skills

Adobe Sign management

L3 Support

Automation and Scripting

User and License Management

ITSM Tools

Tools

ServiceNow

JIRA

PowerShell

Python

PowerApps

Job description

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

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This range is provided by MDA Edge. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$57.00/hr - $57.00/hr

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.

Adobe Technology Environment:

• This role will cover the 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 support partners for all Adobe products, focusing on Sign and Acrobat.
• Manage user processes and platform monitoring, maintain automation scripts, address anomalies, and improve automation.
• Maintain and update formal knowledge documentation for support teams and end-users.
• Oversee application lifecycle management, supporting new capabilities from 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:

• Experience managing large Adobe Sign solutions end-to-end, including integration and operation across multiple consoles.
• Strong knowledge of Acrobat and related use cases, including digital signatures and certificates.
• Familiarity with special configurations, such as workflows (asset).
• Experience working in a global, virtual team, preferably in healthcare.
• Proven ability to perform L3 support tasks, engaging with users, vendors, and support partners via ITSM tools and processes.

Preferred Skills

• Familiarity with ServiceNow, ITSM support, and knowledge management.
• Desktop application management, including software deployment and updates in large Windows environments.
• Experience with PowerApps, PowerShell, and Python (asset).
• Knowledge of Entra (Azure AD) and Identity & Access Management.
• Understanding of GxP regulations and IT security fundamentals.
• Basic knowledge of JIRA.

Must-Have Skills and Experience

• Adobe Product Expertise: Managing Adobe Sign and Acrobat, including integrations and use-case knowledge.
• L3 Support: Resolving complex issues with business users and external teams.
• Automation and Scripting: Proficiency in PowerShell, Python, and PowerApps.
• User and License Management: Knowledge of Entra (Azure AD) and IAM processes.
• ITSM Tools: Experience with ServiceNow and JIRA.
• Application Lifecycle Management: Supporting application upgrades and enhancements.
• Knowledge Management: Maintaining support documentation.
• Compliance and Security: Understanding GxP and IT security best practices.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting