Job Description

Role Purpose:

Serve as the first line of support for business users leveraging Adobe Workfront for content and workflow management ensuring a smooth, consistent user experience through timely guidance, intake triage, and operational support.

Scope of Ownership Adjacent Responsibilities

- Own day-to-day Workfront user support intake, triage, and resolution pathways for common issues and questions.
- Support user onboarding/offboarding requests (access, licenses, role updates) aligned to governance standards.
- Identify recurring questions/issues and feed insights back to Business Analysts and Configuration Specialists for continuous improvement.
- Contribute to knowledge base content (FAQs, job aids) and reinforce standard ways of working.

Key Responsibilities:

First-Line Business Support

- Act as initial point of contact for Workfront-related questions, issues, and requests from business users.
- Provide guidance on workflows, processes, status usage, and platform navigation; escalate appropriately via defined pathways.

Demand Intake Request Triage

- Manage intake of enhancement requests, questions, and issues through defined channels.
- Ensure requests are complete, categorized, and routed to the appropriate analysis/configuration teams; track and provide status updates.

User Access Administration Support

- Support user onboarding/offboarding including access requests, license assignments, and role updates.
- Assist with permission changes and basic account maintenance in accordance with governance guidelines.

Knowledge Documentation Support





- Reference and promote standard operating procedures and job aids when responding to user requests.
- Contribute to maintenance of FAQs and support reference content; flag documentation gaps.

Collaboration Continuous Improvement

- Partner with business analysts and configuration specialists to share insights from user feedback and support trends.
- Support adoption initiatives by reinforcing standard processes and usage patterns.

What Success Looks Like

- Quick, accurate resolution of user queries and smooth escalation of complex issues.
- High-quality intake triage leading to reduced rework and clearer downstream requirements.
- Improved user satisfaction through consistent guidance and stronger self-serve documentation.
- Actionable trend insights that drive platform/process improvements.

Qualifications Experience

Education

- Bachelor s degree preferred; equivalent experience in application/platform support will also be considered.

Experience

- Typically 1 3+ years of experience providing application or platform support in a business or IT environment.
- Strong customer-service mindset with clear written and verbal communication.
- Ability to follow defined processes, document requests, and manage multiple incoming items.
- Comfort supporting business users across different roles and levels.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate Specialist, Workflow Support (Adobe Workfront) (Hyderabad)
🏢 Merck Sharp & Dohme (MSD)
📍 Hyderabad