Triage Specialist (6378)

itD Tech•Austin, TX

2d•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 suits someone with experience in operations, request management, and analytical support who can manage competing priorities, maintain accurate documentation, and help resolve requests promptly. The position is onsite in Menlo Park, Fremont, or San Francisco, California, or Austin, Texas. The hourly pay range is $40–$41.70. Candidates must be direct W2 candidates; sponsorship is not available. The position also includes internal practice and professional-development activities, such as contributing to thought leadership and Digital Transformation practice materials, preparing case studies and learning content, attending internal meetings and networking events, and working with leadership on career-development opportunities.

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 business requests, issues, and inquiries, capturing all required information.
Evaluate, prioritize, categorize, and route requests to appropriate teams or individuals according to established criteria and service-level expectations.
Monitor request status and maintain accurate documentation, notes, and outcomes in 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 on request volumes, backlogs, turnaround times, and common request drivers.
Communicate with stakeholders to clarify requirements, establish expectations, and provide timely status and resolution updates.
Identify and recommend process improvements to improve intake quality, operational consistency, and turnaround time.
Attend regular internal practice community meetings and internal networking events, in person and virtually.
Collaborate with the itD practice team on industry thought leadership and develop material for the Digital Transformation practice.
Complete client case studies and learning materials, including blogs and media material.
Work with leadership on career fast-track opportunities.