Provides SaaS application support primarily for Adobe Sign and DocuSign, managing ServiceNow tickets, integrations, onboarding, enhancements, escalations, documentation, SLAs, and KPI reporting. Serves as a subject matter expert for application projects, coordinates with vendors and integration partners, tests resiliency plans, supports compliance and security requirements, and contributes to application strategy and complex IT initiatives.
The primary support application will be Adobe Sign; However, This position may support other applications.
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
- Maintain Technical Diagrams of the application
- Seek support from vendor as necessary
- Meet/exceed application maintenance and support SLAs
- Report on KPIs to leadership
- SME for all Adobe/DocuSign projects
- Lead AP Integration (Planning, Testing, Implementation)
- Create Technical Diagram
- Lead App Onboarding (DocuSign)
- SRT/Escalation Support
- Use ServiceNow to create and manage enhancements and change requests
- Document and test application resiliency plans
- Implement solutions that comply with all necessary regulatory compliance measures to reduce findings in HIPPA audits
- 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
- Work with vendors to understand the application’s roadmap
- Occasionally assist with IT centric complex projects of large scope
- 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)
- 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
- Previous experience working with Identity Access Management applications (Identity IQ/Single Sign-on)
- Excellent communication skills
- Ability to understand and follow IT policies
- Manage and prioritize multiple tasks/projects
- Maintain accurate and thorough documentation
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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