Senior Application Support Analyst - Drupal / Enterprise Platforms - REMOTE (Her

Req ID: 387735

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Senior Application Support Analyst - Drupal / Enterprise Platforms - REMOTE to join our team in Herndon (REMOTE), Virginia (US-VA), United States (US).
Job Summary:

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, and 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.
Job Duties:

- 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 comm