Job Description

Our team is looking for an experienced Drupal Support Developer who is passionate, highly skilled, committed to successful execution and customer service to join our Agency Platform Team. The purpose of the Agency Platform initiative is to deliver a streamlined, secure, accessible, and well-developed website at a low cost for state agencies. It provides a simple means to spin up a website and allow content creators to easily add information.

The goal is to help State of Arizona agencies focus on creating great content rather than building systems that deliver content. The primary responsibility of this role is to provide troubleshooting, maintenance and operations support to our Agency Platform customers.

Key Responsibilities

1.Customer Support:

· Provide technical support, troubleshooting assistance and general maintenance to agencies who participate in the Agency Platform program and host their websites with us.

· Communicate clearly and effectively with our customers on issues, tickets, updates, and other tasks.

· Attend and lead meetings to help work with stakeholders to identify issues that they are having with their website and develop a plan and timeline to implement fixes.

2.Documentation: Maintain comprehensive documentation for all support tickets and recurring issues.

3.Bug Fixes: Identify and fix bugs across all websites part of the Agency Platform Program Ensure Platform

4. Security:

· Respond timely to security issues and mitigate possible threats to our customers.

· Develop and integrate updates for security patches, system enhancements, and bug fixes.

5. Analyze Metrics:

· Establish criteria that will be used to measure the level and quality of the service.

· Use analytics to drive development decisions and optimize performance.

6. Track Progress: Tracking work time accurately directly on ticket.

7. Website Migrations: Provide support and development in the migration initiative to move all Drupal 7 websites to the latest version of the Agency Platform Program.

8. Feature Enhancements: Provide input and recommendations to add feature enhancements to the Agency Platform Program to better improve the experience for Customers.

9. Team Collaboration: Work closely with the Digital Government Team to identify, assign, and share ideas on support tickets and features for the Agency Platform to improve the product

10. Coordination: Coordinating with other technical teams including, within ASET and other outside vendors and services, for issue resolution

11. Continuous Improvement: Identifying and implementing enhancements, improvements and fixes in processes, systems and relationships.

Skills Required:

· Strong proficiency in PHP, MySQL, HTML, CSS, and JavaScript.

· Familiarity with Drupal 7/8/9/10, Drush, and Composer.

· Excellent troubleshooting and problem-solving skills, including the ability to independently research and validate solutions.

· Ability to Communicate clearly and effectively with customers

· Ability to work effectively within a fully remote team and communicate clearly with non-technical stakeholders.

· Strong customer service skills and the ability to handle support tasks professionally and independently

Skills Preferred:

· Familiarity with the use of customer support and incident management tools like ServiceNow.

· Thorough knowledge of Pantheon architecture and supporting tools (ie Terminus, Lando, etc) Familiarity with the use of Agile project management tools like JIRA or Trello.

· GIT: Through knowledge and understanding of git version control systems and repositories.

· Technical Documentation: Ability to clearly define and document issues and procedures for various redundant tasks used on a daily basis.

Experience Required :

3+ years of proven experience as a Drupal Developer Designing and developing responsive websites

Experience Preferred :

· Experience with the Agile methodology and development process.

· Advanced site-building experience including deep familiarity with Drupal modules such as CTools, Views, and Layout Builder Building user interfaces for websites and/or web applications

· Experience with implementing security best practices and updates in Drupal.

· Drupal core first approach to problem solving and troubleshooting issues

Education Required:

· The ideal candidate will have a bachelor’s degree or equivalent experience working in an IT professional setting.

· The ideal candidate will have a bachelor’s degree and 3+ years in a Drupal development or product management or similar role utilizing established processes/protocols.

Education Preferred:

Certifications: Drupal certification is a plus.

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