About Our Client:
This organization operates in the technology support sector, specializing in providing application and platform operational support to federal clients. It addresses challenges related to managing and maintaining complex web content management, collaboration, and user experience platforms. By offering comprehensive support services, including troubleshooting, user administration, and training, the organization ensures effective platform operation and user satisfaction within large-scale enterprise environments.
About the Opportunity:
The SENIOR APPLICATION SUPPORT ANALYST - DRUPAL / ENTERPRISE PLATFORMS role is designed to deliver day-to-day operational support for a portfolio of web content management and enterprise collaboration platforms. This position is responsible for managing Drupal content publishing, handling application and user administration, resolving Tier 1 and Tier 2 technical issues, fulfilling user requests, creating technical documentation, and providing end-user training. The role plays a critical part in maintaining platform reliability and enhancing user experience for federal client applications.
Responsibilities:
- Serve as first-level support for applications and platforms, including Tier 1 and Tier 2 troubleshooting and user administration.
- Investigate and document technical issues, escalating complex problems to specialized internal or vendor resources.
- Coordinate resolution efforts for escalated issues, maintaining communication with users and stakeholders.
- Collaborate with higher-tier technical teams for backend changes, advanced configurations, and extended troubleshooting.
- Manage vendor support cases when specialized product expertise is required.
- Provide comprehensive documentation and troubleshooting details to support resolution processes.
- Track and communicate status updates, workarounds, and resolutions to affected parties.
- Support Drupal and DKAN content management environments, including content publishing and user support.
- Administer Jira, Confluence, GitHub (cloud and on-premises), SonarQube, Mural, Qualtrics, New Relic, Datadog, Splunk On-Call/VictorOps, and LaunchDarkly platforms.
- Create and maintain technical documentation, user guides, and knowledge-base materials.
Requirements:
- Minimum 5 years of experience in technical or application support.
- At least 3 years experience with Drupal or similar enterprise web content management platforms.
- Minimum 3 years experience using Jira or Jira Service Management.
- At least 5 years troubleshooting enterprise applications and user access issues.
- Ability to obtain and maintain Public Trust suitability determination.
Pay Range and Compensation Package:
- The starting pay range for this remote role is $46,368 - $96,600, dependent on location, experience, technical skills, and qualifications.
Benefits & Perks:
- The job description does not specify benefits.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.
