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.

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

• 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
  .

To excel in this role, the ideal candidate should possess the following skills and expertise:

• 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
  .

• Familiarity with Service Now, ITSM support, and knowledge management processes
  .
• Desktop application management
  , including software deployment and updates in large PC environments (Windows 10 & 11).
• Experience with Power Apps-based automation
  , as well as Power Shell 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
  .

• 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 Power Shell, Python, and Power Apps 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 Service Now 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.