Triage Analyst

Job Description

The Role

The Triage Analyst is responsible for the end-to-end coordination, assessment and management of issues and service requests raised through the triage function. Acting as the first point of operational and technical assessment, the role performs initial investigation, impact analysis and resolution of issues where possible, ensuring that tickets are accurately prioritised, assigned and progressed to resolution.

The role serves as a critical link between business and technology teams, coordinating the timely management of issues, facilitating effective communication with stakeholders and ensuring adherence to issues management processes, governance and service standards. Through analysis of operational data, incident trends and service performance, the Triage Analyst identifies opportunities for continuous improvement, supports informed business decision-making and contributes to the reduction of recurring issues and service disruption.

Key Responsibilities

• Independently coordinate and manage the end-to-end triage process, ensuring issues are assessed, prioritised, contained and resolved in line with agreed service standards.
• Manage larger and moderately complex operational issues that have a direct impact on business performance, customer experience and service delivery.
• Produce weekly and monthly performance dashboards and management reports, providing stakeholders with visibility of issue trends, service performance and areas requiring attention.
• Monitor and track outstanding actions, ensuring timely progression and resolution to minimise operational disruption and prevent delays.
• Take ownership of assigned issues, workstreams and improvement activities, managing priorities independently and escalating only unusual or highly complex issues when required.
• Maintain high standards of quality, accuracy and consistency across issue management, reporting and stakeholder communications.
• Support the continuous improvement of issue management processes, controls and ways of working through proactive identification of enhancement opportunities.
• Ensure all activities are delivered in line with company standards, governance requirements and compliance obligations.
• Drive a high standard of customer service by ensuring reported business and service issues are managed effectively and resolved within agreed expectations.
• Assess the customer and business impact of issues and coordinate appropriate remediation activities to protect service performance and customer satisfaction.
• Build and maintain strong relationships with business stakeholders, client representatives and operational teams to support positive customer outcomes.
• Act as the primary liaison between technical and non-technical stakeholders, ensuring information is communicated clearly, accurately and appropriately.
• Provide regular issue status updates, progress reports, risk assessments and issue summaries to key stakeholders.
• Facilitate collaboration between business, technology and support teams to ensure alignment on priorities, actions and outcomes.
• Contribute to team meetings by sharing progress, highlighting risks and dependencies, and providing recommendations on potential solutions.
• Investigate and analyse complex business and service issues, identifying root causes and implementing effective containment and remediation plans.
• Analyse issue data, service trends and recurring issues to identify opportunities for process improvement and incident reduction.
• Use analytical tools, including SQL where appropriate, to support investigations, operational reporting and data-driven decision-making.
• Develop recommendations and potential solutions for operational challenges, ensuring issues are thoroughly assessed before escalation.
• Provide guidance, support and knowledge sharing to colleagues on triage processes, reporting practices and service improvement activities.
• Assist in onboarding and coaching team members to promote consistency, capability development and adherence to best practice.
• Apply broad knowledge of issue management, operational processes, service management principles and reporting techniques to resolve moderately complex assignments.
• Maintain a strong understanding of business operations, stakeholder requirements and supporting technology platforms to enable effective issue management and decision-making.
• Use specialist knowledge and practical experience to interpret data, identify trends and provide insights that support continuous improvement and business performance.

Knowledge, Skills and Behaviours

Essential

• Knowledge and experience of successful project/product implementation in a software delivery environment.
• Stakeholder management, acting as the middleman between the end user and the technical teams.
• Familiarity with Datadog and other monitoring tools.
• Experience of testing using APIs.
• Strong understanding of Jira Software, including workflows, filters and JQL (Jira Query Language).
• A good working knowledge of standard project methodologies.
• Excellent analytical skills, with proven experience of using appropriate tools.
• Good written and spoken English and interpersonal communication.

Desirable

• IT degree qualified.
• Experience of Salesforce.
• A good working knowledge of SQL.
• Experience of working with application and system interface solutions.
• Experience working in a regulated environment.
• Experience of projects in the Travel, Insurance, Loyalty and Benefits sectors.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.