[Hiring] Information Architecture and Content Expert @ICF

Role Description

One of our client is continuing its digital transformation programme to improve the effectiveness, coherence, and transparency of its online communication activities. The programme supports the development and operation of large-scale web platforms and collaborative digital solutions used by a broad range of stakeholders.

A specialised digital services team is responsible for the service management, architecture, development, hosting, support, and maintenance of web solutions built on technologies such as Drupal, Confluence, PHP, JavaScript, HTML, and CSS.

The organisation is seeking a Junior User Support & Web Operations Specialist to support the hosting, deployment, maintenance, and operational management of web platforms based primarily on Drupal and related technologies.

The successful candidate will work closely with developers, site owners, project teams, and technical stakeholders to ensure the smooth operation, deployment, and continuous improvement of web solutions.

Key Responsibilities

• Support the deployment and maintenance of Drupal-based websites.
• Assist development teams with deployment activities and operational support.
• Apply security updates and patches across web platforms.
• Contribute to configuration and infrastructure management for hosting environments.
• Provide first-line support to website owners, content managers, and administrators.
• Classify, monitor, and follow up on support requests and incident tickets.
• Support CI/CD processes and deployment pipelines.
• Manage development environments and cloud-based application servers.
• Monitor and analyse website performance and service availability.
• Investigate incidents, identify root causes, and implement workarounds when required.
• Support release management activities and deployment controls.
• Participate in technical workshops, project meetings, and user discussions.
• Contribute to testing, documentation, deployment, reporting, and quality assurance activities.
• Collaborate with business analysts, project managers, developers, and end users.
• Deliver onboarding and training sessions for new developers on deployment tools and hosting services.

Qualifications

• Essential:
• Experience using ticketing and issue-tracking tools (e.g., Jira or similar platforms).
• Strong troubleshooting and problem-solving capabilities.
• Ability to investigate technical issues and escalate appropriately when required.
• Approximately 1 year of experience working with Drupal CI/CD pipelines and deployment processes.
• Experience supporting web hosting or web operations environments.
• Familiarity with software configuration management practices.
• Good understanding of Drupal-based website operations and maintenance.
• Desirable:
• Exposure to cloud-based development environments.
• Knowledge of web technologies including PHP, JavaScript, HTML, and CSS.
• Understanding of release management and DevOps practices.
• Experience supporting multiple stakeholders in a service-oriented environment.
• Ability to work collaboratively with both technical and non-technical audiences.

Requirements

Please note that this is a fully remote role and can be based anywhere in Europe. However, candidates must already have the legal right to work in a European country.

Benefits

• Working at ICF
• ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.