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

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.