Job Description

Workfront/AEM Support Analyst n

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

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 n

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.

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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 n

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- 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.
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- 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.
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- BAU Ownership:



Guide the platform's transition from project delivery into BAU, maintaining clear issue records, operational runbooks, and support documentation across both platforms.
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- Collaboration & Testing: Work directly with the System Administrator to test system fixes, document business requirements, and roll out recent functionality across the Adobe ecosystem.
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- 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.
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- Reporting & Trends: Track queue performance metrics, report on recurring issues, and drive continuous improvement initiatives.
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About You nn
- Must have strong, demonstrable knowledge of Adobe Workfront (functional usage, request queue setup, process flows, or platform configuration).
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- Prior experience in an IT Support Analyst,Systems Support, Application Support or IT Service Desk role.
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- Working knowledge or exposure to Adobe Experience Manager is highly desirable.
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- Proven problem-solving ability with a structured approach to root-cause analysis and business process mapping.
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- Outstanding communication skills and a customer-centric mindset, with the patience to train users of varying technical abilities across marketing and creative platforms.
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- Solid proficiency across Microsoft Office 365 (Excel, SharePoint, Teams).
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