What are the responsibilities and job description for the Enterprise Solutions Triage Lead position at ACA Group?
The Opportunity
This position will ensure the effective integration of people, processes, and technology within the organization. The Triage Lead will collaborate with teams to identify and resolve issues related to ACA’s business systems and processes. The Triage Lead will evaluate, prioritize, and route service tickets, as well as communicate status updates to impacted users. They will also be responsible for incident management and root cause analysis.
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
Why join our team?
We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you'll become part of a team whose unique combination of talent includes the industry's largest team of former regulators, compliance professionals, legal professionals, and GIPS® standards verifiers in the industry, along with practitioners in cybersecurity, ESG, and regulatory technology.
Our team enjoys an entrepreneurial work environment by offering innovative and tailored solutions for our clients. We encourage creative thinking and making the most of your experience at ACA by offering multiple career paths. We foster a culture of growth by focusing on continuous learning through inquiry and curiosity, and transparency. If you’re ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you’ve come to the right place.
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, pla cement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment.
This position will ensure the effective integration of people, processes, and technology within the organization. The Triage Lead will collaborate with teams to identify and resolve issues related to ACA’s business systems and processes. The Triage Lead will evaluate, prioritize, and route service tickets, as well as communicate status updates to impacted users. They will also be responsible for incident management and root cause analysis.
- Office Locations: NYC (office is near Grand Central), Pittsburgh, Medford, Oregon, Chattanooga, Portland, Maine and Boston
- Must be able to go into one of these offices 2 days/week (Hybrid)
- Evaluation of support tickets – deciding is this a people, process, or system issue
- Prioritization – working with affected users and the Enterprise Systems team to determine the severity of issues
- Routing – place the issue in the hands of the ultimate resolver as efficiently as possible
- Communication – affected users are well, affected. You bring peace, calm, and confidence in communication to them about resolution
- Resolution – you actively resolve issues yourself when you can
- Knowledge Base Management – you codify what you learn for everyone’s benefit
- Incident Bridge Management – hopefully we never have a big issue, but if we do, you run the incident
- Root Cause Analysis creation – you coordinate and author and present RCA’s when required
- Track metrics for measurement of business outcomes gained from implemented solutions
- Demonstrated experience in a helpdesk environment
- Time in a business role within a Sales Operations or Finance team
- You can speak to your problem-solving process
- Experience in Change Management or other situations that have allowed you to set expectations on a regular basis
- Familiar with ITIL/service management concepts
- Proven ability to utilize ticketing and software development lifecycle tools
- Calm under pressure
- Motivated to close out tasks
- You want to fix anything you can, but you recognize when you’re not the ultimate resolver
- Bachelor’s degree in Computer Science, Information Technology, Business, Finance, or a related field
- 5 years of experience in a triage or business role
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
Why join our team?
We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you'll become part of a team whose unique combination of talent includes the industry's largest team of former regulators, compliance professionals, legal professionals, and GIPS® standards verifiers in the industry, along with practitioners in cybersecurity, ESG, and regulatory technology.
Our team enjoys an entrepreneurial work environment by offering innovative and tailored solutions for our clients. We encourage creative thinking and making the most of your experience at ACA by offering multiple career paths. We foster a culture of growth by focusing on continuous learning through inquiry and curiosity, and transparency. If you’re ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you’ve come to the right place.
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, pla cement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment.
