Business Analyst / App Support (Adobe Workfront & Salesforce)

Stand8 Technology Consulting provides end-to-end IT solutions to enterprise partners across the United States and internationally. They are seeking a Business Analyst / App Support to provide application support on a major enterprise transformation initiative, focusing on the Adobe Workfront platform and managing user issues within Salesforce.

Responsibilities:

• Serve as the primary Business Analyst / Application Support resource supporting requests managed through Salesforce Case Management, ensuring timely triage, prioritization, and resolution tracking
• Analyze incoming Salesforce Cases related to Adobe Workfront functionality, integrations, and user issues; document requirements and translate into actionable solutions
• Act as a liaison between business users, Workfront platform owners, and the technical team to clarify needs, define scope, and drive resolution
• Monitor support queues, identify trends in case volume and issue types, and recommend process or system improvements
• Collaborate with system administrators and developers to troubleshoot issues, validate root causes, and ensure effective resolutions
• Ensure proper case documentation within Salesforce, including resolution notes, categorization, and knowledge base updates
• Carry out acceptance testing for Workfront bug fixes prior to release to production
• Provide end-user support and guidance to improve adoption and effective use of Adobe Workfront
• Maintain standard operating procedures (SOPs) for case handling, escalation, and issue resolution
• Work with the product development team to gather, document, and maintain detailed business requirements, user stories, and acceptance criteria for Workfront enhancements and defect fixes
• Ensure alignment with governance, compliance, and change management processes across Salesforce and Workfront ecosystem

Requirements:

• 4 years of Business Analysis / Application Support experience supporting enterprise applications
• Prior Adobe Workfront user, administrator, or support experience
• Prior experience managing or supporting Salesforce Case Management environments
• Strong requirements elicitation, documentation, and stakeholder interviewing skills
• Experience creating user stories, business process flows, and acceptance criteria
• Demonstrated ability to troubleshoot application issues and coordinate resolution efforts
• Experience supporting business users in a production environment
• Knowledge of software development lifecycle (SDLC), Agile, and iterative delivery methodologies
• Experience facilitating UAT, validation testing, and defect management activities
• Strong documentation skills including SOPs, training materials, and knowledge base content
• Exceptional communication and stakeholder management skills
• Ability to balance operational support responsibilities with project-based initiatives
• Strong analytical, problem-solving, and organizational skills
• Experience supporting workflow, approval, or product lifecycle management platforms
• Salesforce platform knowledge beyond Case Management
• Media, entertainment, licensing, consumer products, or retail industry experience
• Experience supporting externally facing user communities or partner ecosystems
• Exposure to integration support between enterprise SaaS platforms
• Experience working with global teams and third-party consulting partners