Workfront/AEM Support Analyst

- Preston, VIC (4 days Onsite / 1 day WFH)
- 12 Months Contract
- $600–$650 inclusiveper day

The Company

We are partnering with an enterprise retail organisation that is going through a major period of digital transformation and systems growth. Following the delivery of a large project, they are expanding their tech function and seeking a dedicated Workfront / Adobe Experience Manager Support Analyst to lead the transition into Business As Usual (BAU) and own day-to-day platform support.

The Role

As the Support Analyst forWorkfront/AEM, you will act as the crucial link between business users across Sales, Buying and Marketing, and the core technical team.

You will manage the support queue, troubleshoot process and system requests across Adobe Workfront and connected Adobe Experience Manager (AEM) workflows, and work closely with the System Administrator to deliver a seamless user experience.

Key Responsibilities

- Queue Management & Support: Manage, triage, and resolve incoming ticket requests for Adobe Workfront and Adobe Experience Manager (AEM); act as the primary point of contact for end-users across key business units.
- System & Process Troubleshooting: Investigate user issues across Workfront processes and AEM digital asset/content management to determine whether they require process clarification, system configuration updates, or platform enhancements.
- BAU Ownership:



Guide the platform's transition from project delivery into BAU, maintaining clear issue records, operational runbooks, and support documentation across both platforms.
- Collaboration & Testing: Work directly with the System Administrator to test system fixes, document business requirements, and roll out current functionality across the Adobe ecosystem.
- Training & Capability Building: Deliver one-on-one or group coaching, update Quick Reference Guides and FAQs, and enable business self-service for both Workfront and AEM users.
- Reporting & Trends: Track queue performance metrics, report on recurring issues, and drive continuous improvement initiatives.

About You

- Must have strong, demonstrable knowledge of Adobe Workfront (functional usage, request queue setup, process flows, or platform configuration).
- Prior experience in an IT Support Analyst,Systems Support, Application Support or IT Service Desk role.
- Working knowledge or exposure to Adobe Experience Manager is highly desirable.
- Proven problem-solving ability with a structured approach to root-cause analysis and business process mapping.
- Outstanding communication skills and a customer-centric mindset, with the patience to train users of varying technical abilities across marketing and creative platforms.
- Solid proficiency across Microsoft Office 365 (Excel, SharePoint, Teams).

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