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Adobe Support Analyst, Barcelona



Merkle Inc.


Barcelona, Spain 

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EU work permit required:


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Job Description:

The last twelve months have been a whirlwind of pitch wins, new hires and expansion for Merkle worldwide; we have made several acquisitions, secured incredible new premises and have attracted renowned experts to diversify our offering. The Adobe Support Analyst role underpins all delivery and support of our Clients’ Adobe solutions, enabling smooth running of the technical platform and tools and consistently ensuring that contracted SLAs are met for day to day activities such as data integration, validation checks and workflow management. The role exists to ensure that the customer consistently receives, excellent service and support. This will involve capturing Adobe application issues, and aiming to achieve a first time fix where possible. Where required, you will be required to work with internal support teams to achieve resolution for issues which cannot be resolved by the 1st line team. Adobe Support is a key strategy in delivering world class service to our Clients. The success of our relationship with our clients relies on a strong and stable technical platform and service management team, who manage, take ownership of and deliver great operational service. The Adobe Support Analyst is primary a technical role covering 1st line support with the ability to progress to 2nd and 3rd level support and development roles. * * *Life as an Adobe Support Analyst at Merkle* * * If you like diversity and the opportunity to work with clients across a number of industry sectors and technologies, are client service obsessed and always looking to add value – this is the role for you, as we expand our service management model. * * Your day to day role will involve you working with our Clients and internal teams to: · Manage, own and resolve Adobe Campaign issues within agreed SLA’s · Communicate and keep our Clients updated on progress through to the successful closure of their incidents. · Sharing knowledge, building knowledge base information to promote efficient Client self-service where possible · Act as the first port of call for all Adobe Campaign issues, both internal and external. Your responsibilities / objectives will include: • Adobe Support Analysts will be able to resolve *TBD*% of queries / issues / extracts without the need for 2nd or 3rd level support from the Development/Professional Service teams • Accurate and timely management, capture, resolution and closure of support calls within agreed SLAs • Build a knowledge base utilising closed support calls and team knowledge to facilitate efficient Client self-service where possible • Have a sound technical and business knowledge of the Client solutions, systems, technologies and processes utilised to ensure smooth running and operation of day to day service, provision of 1st line support. • Own a ticket from logging to resolution, and ensure that it is kept updated with all communications, both internal and external, to ensure that accurate updates can be provided/obtained when required. • Provide clear communication to team members and regular updates (internal and external) at all times, in particular during key client events e.g. critical campaigns, change controls, go live deployments, etc. • Ensure clear handover of tasks/issues when shift change and for planned periods of absence. • Share information and knowledge gained on Clients with the wider support teams and other relevant stakeholders • Be proactive in your awareness of the Data Protection Act and Data Security issues across the business at all times. Apply the highest data security and PCI standards to all processes and make changes where necessary, including communication of such changes to the Applications Support team • This role will be part of a team covering our daily service hours from 8-6pm, and will also be part of an on-call support rota covering evenings and weekends *What we are looking for in you* · Previous Adobe Campaign troubleshooting experience where evidence of using this on a day to day basis would be beneficial. · Strong database structure scripting experience · An IT or Computer Science related degree or equivalent · Very good level of conversational English · Effective communication skills with the ability to communicate technical information in a non-technical manner and manage difficult and complex stakeholder relationships at all levels · Results driven with a strong desire to succeed and see all client deliverables through to completion · Ability to lead and negotiate effectively in a matrix organisation, pulling different expertise together to effectively solve complex problems · Predisposition to seeking and executing service improvements · Strong Problem solver · Ability to multi-task with good prioritisation & time management skills · Ability to work in fast paced environment with attention to detail and quality at all times · Team Player with a ‘can do’ attitude · Keen interest in the data marketing industry and the value that data brings our clients · Spanish citizen or valid EU Work Permit * * *What we would like in you* * * · Good all round knowledge of current & emerging data marketing technologies with a passion and interest to learn new tools (Including AWS, Redshift, Athena and ETL tools) · Knowledge of Campaign-management tools such as Adobe Campaign and/or IBM Unica Campaign · Javascript · VBA *A few of the benefits* Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too · Career development through Merkle University and other tools; with access to courses, textbooks and mentorship · Attractive and competitive salary · Spanish/English Lessons · Career development though Merkle University · Free life insurance · Free health insurance · Young, creative, and dynamic team · Opportunity for personal growth & professional development · Great friendly and international environment · A company in constant evolution and with growth plans · A strong after-work culture
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Thomson Reuters
3 Times Square
New York, United States
Web Site: http://thomsonreuters.com/
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