Job Summary:
MDAEdge is a company focused on enhancing Adobe service operations. The Information Technology Support Executive will ensure comprehensive support during North American business hours and contribute to the improvement of the Adobe platform and products.
Responsibilities:
• 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.
Qualifications:
Required:
• 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.
• 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.
Preferred:
• 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.
Company:
The world doesn't have a talent shortage. It has a talent alignment problem. MDA Edge exists to fix that. Founded in , the company is headquartered in Sheridan, WY, US, , with a team of 51-200 employees. The company is currently Growth Stage.