Job Description

The Opportunity

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

• Be part of an organization driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

About Digital Human Health (DHH)

Digital Human Health (DHH) connects technology, data, and people to enable and accelerate Human Health business across global markets. DHH supports commercial and medical teams by delivering customer-centric digital platforms, data capabilities, and technology-enabled operating models that enable flexible go-to-market approaches, actionable insights, and personalized customer experiences in a regulated environment.

Within DHH, Content Enablement & Execution focuses on improving how content is planned, created, reviewed, delivered, and reused—driving speed, quality, compliance-by-design, and scalable omnichannel execution.

Role Purpose:

Serve as the first line of support for business users leveraging Adobe Workfront for content and workflow management—ensuring a smooth, consistent user experience through timely guidance, intake triage, and operational support.

Scope of Ownership & Adjacent Responsibilities

• Own day-to-day Workfront user support intake, triage, and resolution pathways for common issues and questions.
• Support user onboarding/offboarding requests (access, licenses, role updates) aligned to governance standards.
• Identify recurring questions/issues and feed insights back to Business Analysts and Configuration Specialists for continuous improvement.
• Contribute to knowledge base content (FAQs, job aids) and reinforce standard ways of working.

Key Responsibilities:

First-Line Business Support

• Act as initial point of contact for Workfront-related questions, issues, and requests from business users.
• Provide guidance on workflows, processes, status usage, and platform navigation; escalate appropriately via defined pathways.

Demand Intake & Request Triage

• Manage intake of enhancement requests, questions, and issues through defined channels.
• Ensure requests are complete, categorized, and routed to the appropriate analysis/configuration teams; track and provide status updates.

User Access & Administration Support

• Support user onboarding/offboarding including access requests, license assignments, and role updates.
• Assist with permission changes and basic account maintenance in accordance with governance guidelines.

Knowledge & Documentation Support

• Reference and promote standard operating procedures and job aids when responding to user requests.
• Contribute to maintenance of FAQs and support reference content; flag documentation gaps.

Collaboration & Continuous Improvement

• Partner with business analysts and configuration specialists to share insights from user feedback and support trends.
• Support adoption initiatives by reinforcing standard processes and usage patterns.

What Success Looks Like

• Fast, accurate resolution of user queries and smooth escalation of complex issues.
• High-quality intake triage leading to reduced rework and clearer downstream requirements.
• Improved user satisfaction through consistent guidance and stronger self-serve documentation.
• Actionable trend insights that drive platform/process improvements.

Qualifications & Experience

Education

• Bachelor’s degree preferred; equivalent experience in application/platform support will also be considered.

Experience

• Typically 1–3+ years of experience providing application or platform support in a business or IT environment.
• Strong customer-service mindset with clear written and verbal communication.
• Ability to follow defined processes, document requests, and manage multiple incoming items.
• Comfort supporting business users across different roles and levels.

Preferred / Nice to Have

• Exposure to Adobe Workfront or similar workflow/work management tools.
• Familiarity with marketing, creative, or content-related processes.
• Experience working with ticketing/intake/request-tracking systems.

Key Competencies

• Service orientation and responsiveness.
• Attention to detail and structured documentation
• Calm, organized execution in high-volume environments
• Collaborative working style across global teams

#HYDIT2025

Required Skills:

Account Maintenance, Account Management, Adobe Workfront Work Management Software, Asset Management, Benefits Management, Content Planning, Customer Experience Management, Digital Healthcare, Global Team Collaboration, Management System Development, Operating Models, Product Management, Requirements Management, Stakeholder Relationship Management, Standard Operating Procedure (SOP), Standard Operating Procedure (SOP) Development, Strategic Planning, System Designs, Tracking System

Preferred Skills:

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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

06/8/2026

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