Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a technology services company seeking a Senior Application Support Analyst to provide operational support for web content management, collaboration, development, monitoring, and user experience platforms supporting a federal client. The role focuses on Drupal content publishing, platform and user administration, Tier 1 and Tier 2 troubleshooting, technical documentation, request fulfillment, issue escalation, and end-user training.
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
Skills
- 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
- 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
Benefits
- Incentive compensation based on individual and/or company performance
- Medical, dental, and vision insurance with an employer contribution
- Flexible spending or health savings account
- Life and AD&D insurance
- Short and long term disability coverage
- Paid time off
- Employee assistance
- Participation in a 401k program with company match
- Additional voluntary or legally-required benefits
- Remote work option
Company Overview
Company H1B Sponsorship