Service Manager (Business Analyst)

Adobe Inc.
United States, Utah, Lehi
3900 N Adobe Way (Show on map)
May 24, 2025
Our Company Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Opportunity Championed by the CIO, the Service Manager's charter within Adobe's Service Management team is to improve the Adobe customer experience by enabling and driving the adoption of ITSM frameworks and facilitating service improvements through close partnership with service teams. Responsibilities Educate internal partners in terms of Service Management processes. Understand customer expectations and optimize the processes with functional teams. Ensure that all teams are integrated into the standard ITSM frameworks and processes. Analyze and provide transparency into incident, problem, and change management data to call out key data, trends, problems, etc. for assigned solutions. Partner with solution teams to ensure that the service registry is complete and accurate. Collaborate with cross-functional teams such as Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutions. Work closely with Customer Support teams to ensure that customer critical issues are resolved appropriately. Requirements Ability to engage and communicate at executive levels (both oral & writing). Ability to balance strength & tact and to influence without authority through strong emotional quotient (EQ) skills. Experience leading geographically diverse, and multi-faceted projects. Partnership skills working with local and remote teams. The ability to see big picture objectives & to create clear, concise plans. Ability to show a motivated, and intentional drive. A bachelor's degree or with equivalent experience. The successful applicant will also be: Able to grasp complex technical concepts & translate them into a simple to understand language. Able to act in the implementation of new processes & improvement of existing processes. Able to maintain calm in high-pressure situations. Self-driven, willing to ask questions and use information to proactively effect change & achieve results. Someone who works well with a variety of different personality types. Able to think through complex issues & propose alternative solutions to problems. Unflappable - able to take change in stride. Able to infect the team with your optimism and purposeful drive. Preferred skills and knowledge: Proficient understanding of Event, Incident, Problem, and Change Management processes in ITIL. Experience crafting and implementing new processes and improving existing ones. Project / Program Management experience preferred. Strong product knowledge of Adobe Creative, Marketing, and Document products. Experience leading projects with remote/geographically dispersed team members. Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel). Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $80,500 -- $167,300 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. State-Specific Notices: California: Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Adobe is proud to be an Equal Employment Opportunityemployer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.comor call (408) 536-3015.