Genesis10 is currently seeking an Operational Support Analyst - Remote position with a Global Financial Institution located in Charlotte, NC, Pennington, NJ or Plano, TX. This is a 12+ month contract opportunity. 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. 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.
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
Requirements: - 5+ years in an IT Operational Support, Service Desk escalation, or Access Management role
- 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
- Strong background in troubleshooting user account issues, provisioning workflows, and SaaS product access
- Excellent documentation, communication, and customer service skills
Desired skills: - 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
Pay range: $58.31 - $66.31 per hour
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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