Web Support Analyst

About the role

Concept Plus is seeking a Web Support Analyst to provide customer service, maintenance and training support for the customer web site, executing on going updates for web pages, online tools and content.

What you'll do

• Deliver support to customers through phone, email, and in-person interactions; research and resolve both technical and content-related issues.
• Maintain and expand a library of Knowledge Base Articles and SOPs, including standardized responses and FAQs, to ensure consistent and efficient resolution of recurring inquiries.
• Conduct usability checks, user acceptance testing, and functional validation for new development efforts, system enhancements, and major updates.
• Assist with the design, upkeep, and improvement of job support tools
• Review and refresh existing learning tools on an annual basis to ensure accuracy, relevance, and alignment with evolving program requirements.
• Provide user training and guidance to contributors, editors, and bloggers on best practices for sharing content, collaborating, and engaging with online platforms.
• Monitor for outdated or broken links across platforms and coordinate with content owners to update or correct them promptly.

Qualifications

• 3+ years experience supporting web site maintenance and content management
• Experience using MS365 tools
• Knowledge and use of HTML, CSS, JavaScript
• Experience working within a Drupal Content Management System
• Knowledge of Section 508 compliance for web content
• Knowledge of US Web Design Standards
• Familiarity with service management tools such as ServiceNow

Concept Plus is an Affirmative Action/Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.