Application Support Engineer - Adobe Sign & Docusign

Hybrid: Once a Week RTO
Night Shift

Current Modified

The primary support will be for eSignature applications for example, Adobe Sign and Docusign; However, this position may support other applications. This position will work alongside the current eSignature SME.

Responsibilities

• Provide IT support to primarily SaaS application end users through ServiceNow ticket process

• Act as the liaison between our application integration partners and the vendor to assist with the set up and support of the integrations

• Maintain runbook/team procedures documentation

• Create and maintain Technical Diagrams of the applications

• Frequent collaboration with the vendor including road mapping, seeking support, release planning, etc. 

• Meet/exceed application maintenance and support SLAs

• Report on KPIs to leadership

• Provides support on application support projects (for example, eSignature applications)

• Lead API Integration (Planning, Testing, Implementation)

• Create Technical Diagram

• Lead Application Onboarding (DocuSign)

• Major incident management Escalation Support

• Use ServiceNow to create and manage enhancements and change requests

• Resource will be responsible for designing, implementing, testing, etc. configurations as part of enterprise change procedures

• Document and test application resiliency plans

• Implement solutions that comply with all necessary regulatory compliance measures to reduce findings in audits including HIPPA, FDA, etc.

• Comply with all required policies and procedures such as compliance, audit and security requirements, etc.

• Assist the application solution owner with defining the long-term strategies for the applications

• Ensure the applications align with the organization’s goals and follow EIT standards

• Participates in continuous improvement efforts

• Makes use of automation and AI tools to enhance user experience and improve operational metrics

• Occasionally assist with IT centric complex projects of large scope

• This position will be part of an ongoing, on-call rotation to provide support for applications

• This position may take on other duties as assigned

Qualifications

• 4 Years minimum prior experience as a SaaS Application Support Engineer (Adobe Sign or DocuSign Administrator Experience Preferred) [VU1] 

• Prior experience working with end users and building internal customer relationships

• Education based off track level

Preferred

• Adobe Sign/DocuSign Administrator Experience

• Experience working with APIs/integrating IT applications

• Experience using automation and AI to improve processes (Power Automate, Copilot, etc.)

• Excellent communication skills

• Ability to understand and follow IT policies

• Ability to manage and prioritize multiple tasks/projects

• Maintain accurate and thorough documentation