Senior Application Support Analyst - Drupal / JIRA - REMOTE

NTT DATA Services•Herndon, VA

4d•$46,368 - $96,600•Remote

About The Position

Seeking a Senior Application Support Analyst - Drupal / Enterprise Platforms - REMOTE to provide day-to-day operational support for a portfolio of web content management, collaboration, development, monitoring, and user experience platforms supporting a federal client. This role is responsible for daily Drupal content publishing, application and user administration, Tier 1 and Tier 2 troubleshooting, request fulfillment, technical documentation, and end-user training. The ideal candidate will be comfortable working directly with users, managing multiple technology platforms, resolving access and configuration issues, publishing web content accurately and promptly, and delivering both scheduled and on-demand training.

Requirements

Minimum 5 years of experience providing technical support, application support, help desk support, or comparable end-user technology support.
Minimum 3 years of experience using Drupal or a comparable enterprise web content management platform.
Minimum 3 years of experience using Jira or Jira Service Management to manage technical requests, incidents, or service activities.
Minimum 5 years of experience troubleshooting enterprise applications, user access, account permissions, or application-related issues.
Ability to obtain and maintain a Public Trust suitability determination.

Nice To Haves

Undergraduate degree
Experience providing technical training or direct instruction to end users.
Experience with Drupal Layout Builder.
Experience with Slack administration, support, or end-user training.
Experience with Confluence.
Experience supporting GitHub Cloud and on-premises GitHub environments.
Experience with Qualtrics user administration, forms, and workflow support.
Experience administering or supporting Mural.
Experience with Datadog.
Experience with New Relic.
Experience with Splunk On-Call/VictorOps.
Experience with LaunchDarkly.
Experience creating and delivering recurring instructor-led and on-demand technical training.
Experience supporting technology platforms in a federal government or Public Sector environment.
Strong customer service, troubleshooting, organizational, and problem-solving skills.

Responsibilities

Serve as the initial point of support for applications and platforms within the team's service portfolio, providing Tier 1 and Tier 2 troubleshooting, user administration, access management, configuration support, and request fulfillment.
Investigate technical issues, gather relevant information, perform initial troubleshooting, document findings, and determine when an issue requires advanced technical support.
Escalate complex issues beyond the team's scope to the appropriate internal technical resources, platform specialists, engineering resources, or vendor support partners.
Coordinate escalated issues from initial identification through resolution, maintaining communication with users, internal stakeholders, and external support resources as appropriate.
Work collaboratively with higher-tier technical resources on issues requiring backend changes, advanced configuration, development work, infrastructure changes, or extended troubleshooting.
Open and manage vendor support cases when issues require product-specific expertise or assistance beyond the team's administrative and troubleshooting capabilities.
Provide supporting documentation, logs, screenshots, troubleshooting results, reproduction steps, and other relevant information to internal technical resources or vendor support partners to facilitate resolution.
Track escalated requests through completion and communicate status, dependencies, workarounds, resolutions, and next steps to affected users and stakeholders.
Support Drupal and DKAN content management environments, including content publishing, user support, troubleshooting, and coordination of advanced issues requiring higher-tier technical assistance.
Support Jira and Confluence administration and user issues, escalating advanced configuration or platform-level issues to appropriate internal technical resources when required.
Support GitHub Cloud and on-premises GitHub environments, including user access, permissions, account management, and Tier 1/Tier 2 troubleshooting, while coordinating advanced issues with appropriate internal technical resources.
Support SonarQube user access and operational issues and coordinate advanced technical issues with appropriate internal platform resources.
Support Mural and Qualtrics user administration and application issues, engaging vendor support resources when issues require product-level investigation or assistance.
Support New Relic, Datadog, Splunk On-Call/VictorOps, LaunchDarkly, and other supported platforms through user administration, access management, and initial troubleshooting, escalating advanced issues to appropriate internal or vendor technical resources when necessary.
Creating or maintaining technical documentation, user guides, or knowledge-base materials.
Written and verbal communication skills.