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 ideal candidate will bring experience in operations, request management, and analytical support, with a strong track record of managing competing priorities, maintaining accurate documentation, and driving timely resolution of requests.

Location: Onsite – Menlo Park, CA; Fremont, CA; San Francisco, CA; Austin, TX

Pay Range: $40 - 41.70 (hourly) 

We provide comprehensive medical benefits, a 401k plan, paid holidays, and more. We are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

Responsibilities:

• Perform daily intake and triage of incoming business requests, issues, and inquiries, ensuring all required information is captured and complete.
• Evaluate, prioritize, categorize, and route requests to the appropriate teams or individuals based on established criteria and service-level expectations.
• Monitor request status and maintain accurate documentation, notes, and outcomes within 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 overall turnaround time.

Internal Responsibilities:

• Attend regular internal practice community meetings.
• Collaborate with your itD practice team on industry thought leadership.
• Complete client case studies and learning material (blogs, media material).
• Build out material to contribute to the Digital Transformation practice.
• Attend internal itD networking events (in person and virtual).
• Work with leadership on career fast-track opportunities.

Required Qualifications and Skills:

• 2+ years of experience in operations, support, triage, intake management, or a similar coordination-focused role.
• Experience working with ticketing systems, case management platforms, or request-tracking workflows, including queues, SLAs, and escalation processes.
• Strong written and verbal communication skills, with the ability to clearly summarize complex issues and communicate with stakeholders.
• Demonstrated 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.

Preferred Qualifications and Skills:

• 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 opportunities for process improvement.

Education:

Bachelor’s degree in a relevant field or equivalent work experience required.