Role descriptionJob SummaryWe are looking for an experienced Adobe Operational Support Analyst to provide technical support access management and incident resolution for Adobe applications in an enterprise environment The role will focus on troubleshooting user access license provisioning entitlement SSOMFA authentication and identityrelated issues The candidate will work closely with Product Teams Identity Access Management IAM and support teams to resolve escalated issues and improve overall service reliability and user experience
Key Responsibilities- Provide operational and technical support for enterprise Adobe applications
- Manage and troubleshoot user access licenses provisioning and entitlements through Adobe Admin Console
- Validate user membership in Active Directory AD application groups and troubleshoot accessrelated issues
- Investigate and resolve SSO MFA and authentication issues including those involving PingFederate
- Troubleshoot provisioning failures and user accountaccess issues escalated beyond Level 2 support
- Review application and authentication logs to identify issues and support troubleshooting
- Validate access restrictions and configurations across different Adobe applications and product groups
- Identify root causes for recurring incidents and document findings
- Recommend appropriate solutions or workarounds to Product and Engineering teams
- Create and manage Adoberelated support tickets and follow issues through resolution
- Collaborate with Product Teams IAM Engineering Service Desk and other crossfunctional support groups
- Maintain accurate documentation troubleshooting procedures and knowledge articles
- Handle multiple incidents and support requests in a fastpaced enterprise environment
Required Skills- 5 years of experience in IT Operational Support Application Support Service Desk Escalation or Access Management
- Strong handson experience troubleshooting user accounts application access provisioning and entitlement issues
- Working knowledge of Adobe Admin Console and Adobe enterprise application support
- Strong understanding of Active Directory AD groups identity management and user provisioning workflows
- Knowledge of SSO MFA PingFederate and authentication protocols
- Experience reviewing and interpreting logs for troubleshooting and rootcause analysis
- Strong incident troubleshooting and problemsolving skills
- Excellent documentation communication and customer service skills
- Ability to work effectively with both technical and nontechnical users
Desired Skills- Enterpriselevel support experience with Adobe products
- Handson exposure to PingFederate or similar identity federation platforms
- Strong understanding of IAM and SaaS access management
- Experience performing rootcause analysis RCA for recurring access and authentication issues
- Ability to manage multiple incidents and priorities simultaneously
Primary SkillsAdobe Admin Console Adobe Application Support IAM Active Directory User Provisioning License Entitlement Management SSO MFA PingFederate Authentication Troubleshooting Log Analysis L2L3 Production Support
