[Hiring] Senior Application Support Analyst @NTT DATA Services

Role Description

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
• 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.

Qualifications

• 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.

Requirements

• Serve as the initial point of support for applications and platforms within the team's service portfolio.
• 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.
• 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.
• Provide supporting documentation, logs, screenshots, troubleshooting results, reproduction steps, and other relevant information.
• Track escalated requests through completion and communicate status, dependencies, workarounds, resolutions, and next steps to affected users and stakeholders.
• Support various content management environments and platforms, including:
• Drupal and DKAN
• Jira and Confluence
• GitHub Cloud and on-premises GitHub
• SonarQube
• Mural and Qualtrics
• New Relic, Datadog, Splunk On-Call/VictorOps, LaunchDarkly
• Create or maintain technical documentation, user guides, or knowledge-base materials.
• Strong written and verbal communication skills.

Benefits

• Starting pay range: $46,368 - $96,600.
• Eligible for incentive compensation based on individual and/or company performance.
• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long term disability coverage.
• Paid time off.
• Employee assistance program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.