Triage Lead

Aca Group

12d • $120,000 - $125,000 • Hybrid

About The Position

This position will ensure the effective integration of people, processes, and technology within the organization. The Triage Lead will collaborate with teams to identify and resolve issues related to ACA's business systems and processes. The Triage Lead will evaluate, prioritize, and route service tickets, as well as communicate status updates to impacted users. They will also be responsible for incident management and root cause analysis.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, Finance, or a related field
• 5+ years of experience in a triage or business role
• Must have experience with enterprise/financial systems and financial acumen such as Salesforce, Workday or Financialforce/Certinia
• Demonstrated experience in a helpdesk environment
• Time in a business role within a Sales Operations or Finance team
• You can speak to your problem-solving process
• Experience in Change Management or other situations that have allowed you to set expectations on a regular basis
• Familiar with ITIL/service management concepts
• Proven ability to utilize ticketing and software development lifecycle tools
• Calm under pressure
• Motivated to close out tasks
• You want to fix anything you can, but you recognize when you're not the ultimate resolver

Responsibilities

• Evaluation of support tickets - deciding is this a people, process, or system issue
• Prioritization - working with affected users and the Enterprise Systems team to determine the severity of issues
• Routing - place the issue in the hands of the ultimate resolver as efficiently as possible
• Communication - affected users are well, affected. You bring peace, calm, and confidence in communication to them about resolution
• Resolution - you actively resolve issues yourself when you can
• Knowledge Base Management - you codify what you learn for everyone's benefit
• Incident Bridge Management - hopefully we never have a big issue, but if we do, you run the incident
• Root Cause Analysis creation - you coordinate and author and present RCA's when required
• Track metrics for measurement of business outcomes gained from implemented solutions

Benefits

• We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business.
• Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment.
• You'll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level