Job Title: AEM Developer/ AEM Operational Support Analyst L4
City: Plano
State/Province: Texas
Posting Start Date: 5/21/26
Job Description:
AEM Developer/ AEM Operational Support Analyst L4
The Operational Support Analyst for Adobe Products is responsible for providing technical support, incident resolution, and access management for users of Adobe applications across the organization. This role focuses on ensuring reliable, secure, and efficient daily operations of Adobe services without server or database administration responsibilities.
The analyst works closely with Product Teams, Identity Access Management, and Level 2 support groups to resolve escalated issues, validate provisioning, and maintain proper access configurations. This role also contributes to root-cause identification and provides recommendations to improve product stability and user experience.
Key Responsibilities•
• Use Adobe Admin Console to create and manage support tickets.
• Verify user license provisioning and troubleshoot provisioning failures in Adobe Admin Console.
• Validate user membership in Active Directory application groups for Adobe products.
• Investigate multi-factor authentication (MFA)-related login issues.
• Resolve license provisioning, access, and entitlement-related issues.
• Ensure web access restrictions for product groups are correctly configured across different Adobe applications.
• Troubleshoot user issues escalated beyond Level 2 support, including complex access or configuration problems.
• Review logs when required for monitoring and troubleshooting activities.
• Identify and document the root cause of issues and communicate findings to the Product team.
• Provide recommended solutions or workarounds for Product team implementation.
• Troubleshoot authentication issues related to SSO / PingFederate as needed.
• Collaborate with cross functional teams to ensure seamless support and issue remediation.
REQUIRED_SKILL:
• Strong technical troubleshooting abilities related to Adobe applications, user access, SSO, and provisioning.
• Working knowledge of Adobe Admin Console, identity management concepts, and entitlement workflows.
• Familiarity with enterprise Active Directory, group membership, and user provisioning flows.
• Understanding of MFA, SSO (including PingFederate), and authentication protocols.
• Ability to review and interpret logs for issue identification and troubleshooting.
5+ years in an IT Operational Support, Service Desk escalation, or Access Management role.
• Strong background in troubleshooting user account issues, provisioning workflows, and SaaS product access.
• Excellent documentation, communication, and customer service skills.
DESIRED_SKILL:
• Experience supporting Adobe products in an enterprise environment (preferred).
• Experience with SSO, MFA, and identity platforms such as PingFederate (preferred).
• Excellent communication skills with the ability to work with both technical and non technical users.
• Ability to manage multiple issues simultaneously in a fast paced environment.
• Strong analytical skills with the ability to identify patterns and root causes.
• Comfortable collaborating with Product teams, engineering partners, and cross functional support groups.
Mandatory Skills: Adobe AEM.
Experience: 5-8 Years.
The expected compensation for this role ranges from $60,000 to $135,000 .
Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.
