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.

Adobe Technology Environment: 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

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 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.

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 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.

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:

• 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 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.
• 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.