Career Category
Strategy and Innovation
Job Description
Key Responsibilities:
The Sr. Associate, Workflow Management System Administrator supports the daily operation, maintenance, and optimization of Amgen’s content work management platforms (ex: Adobe Workfront). This role helps ensure that workflows, system configurations, governance standards, and user support activities function reliably to enable efficient global content production. The Sr. Associate works closely with onshore partners, contributes to issue resolution, supports platform enhancements, and collaborates day-to-day with content capabilities teammates to maintain consistent service delivery.
Platform Administration Support
- Perform daily system administration activities including managing access, templates, workflow configurations, documentation, and release testing.
- Ensure managed platforms are updated, maintained, and aligned with enterprise configuration standards.
- Support the execution of system changes, upgrades, and validations in coordination with IT and governance teams.
Workflow Operations & Issue Resolution
- Monitor end-to-end content workflows across intake, submission into MLR review, content assembly, and deployment to ensure they function as expected.
- Troubleshoot operational and technical issues and escalate to onshore or IT teams as needed.
- Maintain SLA adherence through timely configurations, issue logging, tracking, and follow-up.
Governance & Compliance Execution
- Apply and uphold governance rules including metadata standards, workflow controls, naming conventions, and status protocols.
- Perform routine platform checks, logs review, and monitoring to support audit readiness.
- Flag inconsistencies or risks and support corrective actions in partnership with onshore and IT teams.
Onshore Collaboration & Workload Coordination
- Partner with U.S.-based business owners and operations leads to align on priorities and complete tasks effectively across time zones.
- Support smooth workflow handoffs and operational continuity between onshore and offshore teams.
- Provide visibility on offshore progress, risks, and dependencies.
User Support & Training Enablement
- Provide day-to-day support for users across marketing, agencies, and operations.
- Maintain SOPs, quick guides, and training materials to assist in user onboarding.
- Assist onshore leads with training delivery, demos, and communication of system changes.
System Optimization & Integration Support
- Identify workflow challenges, bottlenecks, and opportunities for automation.
- Participate in testing, documentation, and rollout of enhancements or integrations.
- Support data cleanups, configuration updates, and small-scale system improvements with guidance from system owners.
Performance Tracking & Reporting
- Review and analyze metrics such as issue resolution times, workflow performance, and user adoption trends.
- Partner with analyst to prepare recurring operational dashboards and summaries for review of content ecosystem health with partners.
- Highlight recurring issues or trends that may require system or process improvements.
Team Collaboration & Capability Growth
- Provide day-to-day support and collaboration across content capabilities teams to ensure consistent service delivery.
- Contribute to process documentation, best practices, and capability-building efforts.
- Support team leads on operational readiness and workload balancing.
Qualifications & Skills:
Required:
- Bachelor’s degree in Information Systems, Technology, Digital Operations, or related field.
- 3–5 years of experience in workflow platforms, work management tools, or content production systems.
- Strong working knowledge of Adobe solutions, CRM systems, and DAM platforms (AEM or equivalent), Veeva Vault.
- Hands-on experience with system administration tasks, workflow operations, or technical troubleshooting.
- Demonstrated attention to detail, data accuracy, and content governance.
- Experience managing multiple priorities in a global or matrixed organization.
Preferred:
- Familiarity with pharmaceutical marketing materials, regulatory processes, and compliance standards.
- Working experience with metadata taxonomies and content tagging frameworks.
- Strong communication skills and ability to collaborate cross-functionally with technical and business teams.
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