Senior Application Support Analyst - Drupal / JIRA - REMOTE

NTT
United States
Workplace: RemoteFull timeUSD 46,368 - 96,600 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Troubleshooting","Customer service","Organizational skills","Problem-solving","Communication"]

Provide day-to-day Tier 1 and Tier 2 operational support for a federal client’s web content management and collaboration platforms, including Drupal publishing, user administration, access management, troubleshooting, and request fulfillment. Investigate and document issues, escalate when needed, manage vendor support cases, and maintain user communications. Support Jira/Confluence administration and several monitoring/user administration platforms, and create technical documentation and end-user training.

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FursaFursa
NTT
NTT
2 days ago

Senior Application Support Analyst - Drupal / JIRA - REMOTE

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide day-to-day Tier 1 and Tier 2 operational support for a federal client’s web content management and collaboration platforms, including Drupal publishing, user administration, access management, troubleshooting, and request fulfillment. Investigate and document issues, escalate when needed, manage vendor support cases, and maintain user communications. Support Jira/Confluence administration and several monitoring/user administration platforms, and create technical documentation and end-user training.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Serve as the initial point of support for applications and platforms, providing Tier 1 and Tier 2 troubleshooting, user administration, access management, configuration support, and request fulfillment.
  • •Investigate and troubleshoot technical issues, document findings, and determine when issues require advanced support.
  • •Escalate complex issues beyond scope and coordinate escalated requests through resolution, keeping users and stakeholders informed.
  • •Support Drupal and DKAN content management environments, including content publishing, user support, troubleshooting, and coordination of advanced issues.
  • •Create and maintain technical documentation and knowledge-base materials, and deliver end-user training.

Pay and Benefits

Salary: USD 46,368 - 96,600 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key 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.
Skills:TroubleshootingCustomer serviceOrganizational skillsProblem-solvingCommunication
Tech Stack:DrupalDKANJiraJira Service ManagementConfluenceGitHubGitHub CloudGitHub on-premisesSonarQubeMuralQualtricsNew RelicDatadogSplunkVictorOpsLaunchDarklySlackPublic Trust

Eligibility

Security Clearance:Public Trust

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn