AEM Admin (Operational Support)

Role: AEM Admin (Operational Support)

Fulltime

Plano TX (Onsite)

Primary Skill & secondary skill:

Primary:

Adobe Admin Console support, license provisioning, user access & entitlement troubleshooting (Adobe SaaS)

Secondary:

Identity & Access Management (AD, SSO, MFA, PingFederate), incident/root cause analysis, enterprise operational support

Job Description:

POSITION_SUMMARY:

• 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