Triage Specialist (6378)

itD Tech•Austin, TX

2d•$40 - $42•Onsite

About The Position

itD is seeking a Triage Specialist to support the intake, assessment, prioritization, and routing of business requests while ensuring accuracy, efficiency, and operational consistency. The role is suited to someone with experience in operations, request management, and analytical support who can manage competing priorities, maintain accurate documentation, and drive timely request resolution. The position is onsite in Menlo Park, Fremont, or San Francisco, California, or Austin, Texas. The hourly pay range is $40–$41.70. itD is considering direct W2 candidates only and cannot offer sponsorship. itD describes itself as a woman- and minority-led consulting and software development company that emphasizes diversity, innovation, integrity, and results. Employees join a global community, work with Fortune 500 companies and high-performance teams across industries, and can contribute to their career journey and causes that matter. Internal activities include practice community meetings, collaboration on thought leadership and learning materials, and networking events.

Requirements

At least 2 years of experience in operations, support, triage, intake management, or a similar coordination-focused role.
Experience with ticketing systems, case management platforms, or request-tracking workflows, including queues, SLAs, and escalation processes.
Strong written and verbal communication skills, including the ability to summarize complex issues clearly and communicate with stakeholders.
Ability to prioritize and manage multiple requests simultaneously while meeting deadlines in a fast-paced environment.
Strong attention to detail, sound judgment, and consistent follow-through.
Ability to handle sensitive and confidential information with discretion and professionalism.
Bachelor’s degree in a relevant field or equivalent work experience required.

Nice To Haves

Experience in data analysis, business analysis, or a similar analytical or operations-focused role.
Familiarity with SQL, Python, or similar programming languages.
Experience developing operational reports and analyzing trends to identify process-improvement opportunities.

Responsibilities

Perform daily intake and triage of incoming business requests, issues, and inquiries, ensuring required information is captured and complete.
Evaluate, prioritize, categorize, and route requests to appropriate teams or individuals using established criteria and service-level expectations.
Monitor request status and maintain accurate documentation, notes, and outcomes in designated tracking and case management tools.
Conduct light-to-moderate analysis to validate information, identify trends, and flag recurring issues or operational gaps.
Develop and maintain basic operational reports tracking request volumes, backlogs, turnaround times, and common request drivers.
Communicate with stakeholders to clarify requirements, establish expectations, and provide timely updates on request status and resolution.
Identify and recommend process improvements to enhance intake quality, operational consistency, and turnaround time.
Attend regular internal practice community meetings.
Collaborate with the itD practice team on industry thought leadership.
Complete client case studies and learning materials, including blogs and media material.
Build materials to contribute to the Digital Transformation practice.
Attend internal itD networking events, in person and virtually.
Work with leadership on career fast-track opportunities.