Triage Specialist (6378)

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.

Company Description
About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.

The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at recruiting@itdtech.com and let us know the nature of your request and your contact information.

Additional Info
Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!