Web Content Specialist – Tier 2 Integration

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Develop, update, maintain, and publish content for both public-facing and internal websites and applications.

• Ensure that web content is accurate, up-to-date, correctly formatted, and aligns with established content and design standards.

• Coordinate the updating of website and application content through review processes and government approval.

• Maintain a uniform look and feel across assigned websites and digital applications.

• Assist Operations Managers and program stakeholders with their communication and content needs.

• Oversee standard operating procedures and administrative guides for website and application content management.

• Coordinate updates among content, design, operations, and technical teams.

• Maintain inventories, schedules, and documentation for online content.

• Review website content and functionality for broken links, outdated information, formatting errors, and other user-facing issues.

• Provide Tier 2 support for websites, CMS platforms, web applications, and integrations.

• Investigate incidents escalated from Tier 1, determining the source and scope of issues.

• Troubleshoot CMS functionality, authentication, permissions, web forms, links, content publishing, application behavior, and system interfaces.

• Replicate issues and document troubleshooting steps, findings, and resolutions.

• Collaborate with developers and technical teams on code, infrastructure, application, and technical issues.

• Validate fixes and application changes before closure or return to users.

• Monitor recurring issues and identify potential corrective actions.

• Maintain technical and operational documentation, including knowledge base articles, troubleshooting procedures, known issues, and support guides.

• Support testing and validation of website, CMS, application, and integration changes prior to production release.

• Analyze customer requests, project requirements, and technical problems.

• Coordinate schedules, requirements, dependencies, and activities among internal and external teams.

• Provide project support through documentation management, status tracking, task coordination, and follow-up.

• Participate in meetings with government customers and cross-functional personnel.

• Communicate technical issues and solutions to both technical and non-technical audiences.

• Support initiatives aimed at enhancing website operations, content management, and Tier 2 support.

⛳️ Requirements

• Must possess an active Secret clearance backed by a Tier 3 background investigation.

• Bachelor's degree in communications, information technology, computer science, web development, digital media, or a related field is preferred.

• Relevant professional experience may be accepted in lieu of a degree when allowed by contract stipulations.

• 3–5 years of experience in supporting websites, web applications, content management systems, digital content, application support, or related technical operations.

• Proficiency in using enterprise content management systems to create, maintain, and publish website content.

• Experience troubleshooting website or web application issues that extend beyond basic Tier 1 support.

• Proven experience in coordinating technical issues across content, operational, and development teams.

• Experience in documenting technical issues, troubleshooting activities, resolutions, and escalation information.

• Working knowledge of content management systems and website publishing processes.

• Understanding of contemporary web technologies, including HTML and CSS.

• Familiarity with website architecture, navigation, links, forms, media, and prevalent browser-related issues.

• Understanding of application troubleshooting, incident management, and Tier 2 escalation processes.

• Capability to investigate and document issues related to web applications and interconnected systems.

• Understanding of user access, roles, permissions, and authentication concepts.

• Ability to utilize browser-based troubleshooting and diagnostic tools.

• Strong analytical and technical troubleshooting skills.

• Excellent written and verbal communication skills.

• Ability to convey technical issues in layman's terms.

• Keen attention to detail.

• Ability to differentiate between content, configuration, integration, and application-development issues.

• Capacity to manage multiple incidents, content requests, and project activities simultaneously.

• Strong problem-solving and follow-through capabilities.

• Ability to collaborate effectively across content, operations, development, infrastructure, and government stakeholder teams.

• Ability to adhere to established processes while identifying opportunities for improving troubleshooting and support procedures.

• Strong customer service orientation and the ability to thrive in an SLA-driven environment.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.