​Concept Plus, an Oracle Gold Partner consulting firm, is seeking a Web Support Analyst to provide specialized customer service, maintenance, and training support for a key customer website. The role involves executing ongoing updates for web pages, content, and online tools.

• ​Location: Fairfax, VA (Headquartered).
• ​Experience: 3+ years experience supporting web site maintenance and content management.
• ​Focus: First-line customer support (phone, email, in-person), content updates, maintenance of technical documentation (Knowledge Base/SOPs), and ensuring compliance with Section 508 accessibility standards.
• ​Key Technology: Drupal Content Management System.

​What You’ll Do: Support, Maintenance, and Quality Assurance

​The analyst manages the health of the website from both a technical and user perspective.

• ​Customer & Technical Support: Deliver support to customers through phone, email, and in-person interactions, researching and resolving both technical and content-related issues.
• ​Content & Training: Provide user training and guidance to contributors, editors, and bloggers on best practices for content sharing. Review and refresh existing learning tools annually.
• ​Documentation & Knowledge Base: Maintain and expand a library of Knowledge Base Articles and SOPs, including standardized responses and FAQs.
• ​Quality & Compliance: Conduct usability checks, user acceptance testing (UAT), and functional validation for new development and updates. Monitor for outdated or broken links and coordinate corrections.
• ​Web Standards: Ensure knowledge of Section 508 compliance for web content and adherence to US Web Design Standards.

​Qualifications and Technical Skills

• ​Core Experience: 3+ years experience supporting web site maintenance and content management.
• ​Web Technologies: Knowledge and use of HTML, CSS, and JavaScript.
• ​CMS/Tools: Experience working within a Drupal Content Management System.
• ​Software: Experience using MS365 tools.
• ​Preferred: Familiarity with service management tools such as ServiceNow.