Remote Senior Drupal & JIRA Support Analyst

NTT DATA, Inc.; Herndon (VA); Hybrid; USD 46,000 - 97,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Flexible spending account

Job summary

NTT DATA Services is seeking a Senior Application Support Analyst for Drupal, Jira, and related platforms in a remote-capable role based in Herndon, VA. The senior analyst will deliver day-to-day operational support for web content management, collaboration, development, monitoring, and user experience platforms for a federal client, including content publishing and end-user training.

Responsibilities include Tier 1/2 troubleshooting, access management, vendor coordination, and documentation.

Qualifications

• Minimum 5 years of technical support experience.

Responsibilities

• Serve as the initial point of support for applications and platforms, providing Tier 1/2 troubleshooting and user administration.
• Investigate issues, gather information, perform initial troubleshooting, and escalate when needed.
• Coordinate escalations with internal resources or vendor support partners.
• Open and manage vendor cases for product-specific issues.
• Provide documentation, logs, and reproduction steps to aid resolution.
• Track requests through completion and communicate status to users.

Skills

Customer service

Troubleshooting

Problem solving

Communication

Public Trust

Tools

Drupal

Jira/Jira Service Management

Confluence

GitHub (Cloud & on-prem)

Slack

Qualtrics

Mural

Datadog

New Relic

Splunk On-Call/VictorOps

LaunchDarkly

Job description

NTT DATA Services is seeking a Senior Application Support Analyst for Drupal, Jira, and related platforms in a remote-capable role based in Herndon, VA. The senior analyst will deliver day-to-day operational support for web content management, collaboration, development, monitoring, and user experience platforms for a federal client, including content publishing and end-user training.

Responsibilities include Tier 1/2 troubleshooting, access management, vendor coordination, and documentation.