Research and Triage Specialist

WTW•Draper, UT

1d•$60,000 - $75,000

About The Position

The Individual Marketplace (IM) within Benefits Delivery & Administration supports call center–driven health insurance operations, including Medicare, ancillary products, and funding processes. The IM Triage team plays a critical role in stabilizing operations by coordinating responses to security, operational, and systemic incidents across multiple platforms, systems, and teams. The Incident Response & Triage Analyst serves as a central coordination point for incident intake, triage, and recovery across the Individual Marketplace. This role combines heavy triage responsibility, incident command, and project management capabilities to translate user‑reported problems into actionable work for technical and operational teams. The analyst routinely leads incident calls, aligns diverse stakeholders with differing priorities, and communicates impact, risk, and progress to leadership using clear, business‑relevant metrics.

Requirements

Heavy triage responsibility
Incident command capabilities
Project management capabilities
Ability to translate user‑reported problems into actionable work for technical and operational teams
Ability to lead incident calls
Ability to align diverse stakeholders with differing priorities
Ability to communicate impact, risk, and progress to leadership using clear, business‑relevant metrics
Ability to identify issues, gather relevant details, document findings, and escalate based on defined severity standards
Ability to participate in production incident response and workflow recovery activities
Ability to provide clear, timely status updates throughout incidents and recovery events
Ability to document investigative actions, decisions, and recovery steps
Ability to develop an understanding of production workflows and how they support client deliverables and core business services
Ability to recognize potential service and client impacts and apply prioritization guidance accordingly
Awareness of operational risk, escalation triggers, and downstream impacts across systems and teams
Reliable and accountable team member
Ability to participate in incident calls, working sessions, and recovery efforts
Ability to communicate clearly, respectfully, and professionally with peers, partners, and stakeholders at all levels
Adherence to established documentation, communication, security, and process standards
Ability to resolve routine operational issues using documented procedures and existing knowledge resources
Ability to perform structured troubleshooting within defined scope across multiple systems and workflows
Ability to escalate issues appropriately when they extend beyond role authority or present heightened risk
Ability to accurately document actions taken, findings, and outcomes
Ability to coordinate activities and drive issues to resolution as an incident commander
Ability to field issue reports from non‑technical call center staff and partners and translate them into technically actionable work items
Ability to aggregate information from multiple systems, bug reports, call data, and teams into a cohesive incident narrative and execution plan
Ability to coordinate across Fraud, Legal, Product, Engineering, Carrier, Funding, and Client teams
Ability to develop, track, and present metrics that convey business impact, service risk, and operational health to leadership and executive audiences
Ability to support incident‑related projects, recurring issue remediation efforts, and continuous process improvement initiatives
Willingness to participate in on‑call rotations and provide escalation support during high‑impact operational events

Responsibilities

Assist in incident triage by identifying issues, gathering relevant details, documenting findings, and escalating based on defined severity standards
Participate in production incident response and workflow recovery activities under the guidance of senior analysts or leadership
Provide clear, timely status updates throughout incidents and recovery events to ensure shared understanding
Document investigative actions, decisions, and recovery steps to support operational visibility and knowledge capture
Develop an understanding of production workflows and how they support client deliverables and core business services
Recognize potential service and client impacts and apply prioritization guidance accordingly
Demonstrate awareness of operational risk, escalation triggers, and downstream impacts across systems and teams
Act as a reliable and accountable team member in both routine operations and incident scenarios
Participate in incident calls, working sessions, and recovery efforts as directed or required
Communicate clearly, respectfully, and professionally with peers, partners, and stakeholders at all levels
Adhere to established documentation, communication, security, and process standards
Resolve routine operational issues using documented procedures and existing knowledge resources
Perform structured troubleshooting within defined scope across multiple systems and workflows
Escalate issues appropriately when they extend beyond role authority or present heightened risk
Accurately document actions taken, findings, and outcomes to support auditability and learning
Serve as an incident commander for assigned security or operational incidents, coordinating activities and driving issues to resolution
Field issue reports from non‑technical call center staff and partners and translate them into technically actionable work items
Aggregate information from multiple systems, bug reports, call data, and teams into a cohesive incident narrative and execution plan
Coordinate across Fraud, Legal, Product, Engineering, Carrier, Funding, and Client teams to maintain alignment
Develop, track, and present metrics that convey business impact, service risk, and operational health to leadership and executive audiences
Support incident‑related projects, recurring issue remediation efforts, and continuous process improvement initiatives
Participate in on‑call rotations and provide escalation support during high‑impact operational events