Triage Analyst

Collinson Group; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Collinson Group in London seeks a Triage Analyst to coordinate end-to-end triage, assess issues and manage service requests. You will prioritise, track progress and communicate with stakeholders to protect service performance.

You will produce dashboards, analyze incident trends and collaborate with business and technology teams to drive improvements and ensure compliance with processes and standards.

Qualifications

• Experience delivering software projects or products in a software delivery environment.
• Strong stakeholder management and communication skills.
• Familiarity with Jira Software and dashboards.
• Experience with APIs and SQL.
• Knowledge of issue management and service delivery processes.

Responsibilities

• Independently coordinate and manage end-to-end triage, prioritising issues.
• Produce weekly and monthly performance dashboards for stakeholders.
• Act as liaison between business and technology teams for issue resolution.
• Analyse incident data to identify trends and root causes.
• Support process improvements and governance in service delivery.

Skills

Stakeholder management

Jira Software

Datadog

APIs testing

SQL

Analytical skills

English communication

Education

IT degree

Tools

Jira Software

Datadog

APIs

Job description

and details on how your personal data is processed, please review our .Triage Analyst page is loaded## Triage Analystremote type: Hybridlocations: Londontime type: Full timeposted on: Posted Todayjob requisition id: JR000407# **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.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.Collinson Group is powered by a culture of innovation, collaboration, and integrity. Our employee experience brings together everything that makes us unique: our strong values, our commitment to sustainability, our recognition programmes, and our inclusive culture. Most importantly, it's our people who make the difference. At Collinson Group, we're curious, hardworking, humble, and focused on creating impact together, which is why we're proud to be recognised as a top workplace.**Better journeys start here - including your own.**Join a growing global business where you can solve meaningful challenges, collaborate with talented people around the world and help shape the future of travel, loyalty and customer experience.Bring your perspective, grow beyond your role and make an impact that reaches beyond profit.**Your next journey could start here**We are always interested in meeting talented people who share our ambition. Join our talent community and tell us more about your experience, interests and aspirations. Our Talent Acquisition team will be in touch when an opportunity matches your skills.**Join our talent community**