{"id":2141161,"url":"https://alion.io/job/collinson-triage-analyst","title":"Triage Analyst","company":{"id":1593,"name":"Collinson","domain":"collinsongroup.com","url":"https://alion.io/company/collinson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":16,"ghost_share":0,"stale_share":0.188,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":110000,"period":"year","method":"role_country_seniority_unknown","sample_n":179},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-04T00:00:00Z","employer_posted_date":"2026-10-04","last_verified_at":"2026-10-12T14:47:44Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Job Description\nThe Role\nThe 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.\nThe 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.\nKey Responsibilities\nIndependently coordinate and manage the end-to-end triage process, ensuring issues are assessed, prioritised, contained and resolved in line with agreed service standards.\nManage larger and moderately complex operational issues that have a direct impact on business performance, customer experience and service delivery.\nProduce weekly and monthly performance dashboards and management reports, providing stakeholders with visibility of issue trends, service performance and areas requiring attention.\nMonitor and track outstanding actions, ensuring timely progression and resolution to minimise operational disruption and prevent delays.\nTake ownership of assigned issues, workstreams and improvement activities, managing priorities independently and escalating only unusual or highly complex issues when required.\nMaintain high standards of quality, accuracy and consistency across issue management, reporting and stakeholder communications.\nSupport the continuous improvement of issue management processes, controls and ways of working through proactive identification of enhancement opportunities.\nEnsure all activities are delivered in line with company standards, governance requirements and compliance obligations.\nDrive a high standard of customer service by ensuring reported business and service issues are managed effectively and resolved within agreed expectations.\nAssess the customer and business impact of issues and coordinate appropriate remediation activities to protect service performance and customer satisfaction.\nBuild and maintain strong relationships with business stakeholders, client representatives and operational teams to support positive customer outcomes.\nAct as the primary liaison between technical and non-technical stakeholders, ensuring information is communicated clearly, accurately and appropriately.\nProvide regular issue status updates, progress reports, risk assessments and issue summaries to key stakeholders.\nFacilitate collaboration between business, technology and support teams to ensure alignment on priorities, actions and outcomes.\nContribute to team meetings by sharing progress, highlighting risks and dependencies, and providing recommendations on potential solutions.\nInvestigate and analyse complex business and service issues, identifying root causes and implementing effective containment and remediation plans.\nAnalyse issue data, service trends and recurring issues to identify opportunities for process improvement and incident reduction.\nUse analytical tools, including SQL where appropriate, to support investigations, operational reporting and data-driven decision-making.\nDevelop recommendations and potential solutions for operational challenges, ensuring issues are thoroughly assessed before escalation.\nProvide guidance, support and knowledge sharing to colleagues on triage processes, reporting practices and service improvement activities.\nAssist in onboarding and coaching team members to promote consistency, capability development and adherence to best practice.\nApply broad knowledge of issue management, operational processes, service management principles and reporting techniques to resolve moderately complex assignments.\nMaintain a strong understanding of business operations, stakeholder requirements and supporting technology platforms to enable effective issue management and decision-making.\nUse specialist knowledge and practical experience to interpret data, identify trends and provide insights that support continuous improvement and business performance.\nKnowledge, Skills and Behaviours\nEssential\nKnowledge and experience of successful project/product implementation in a software delivery environment.\nStakeholder management, acting as the middleman between the end user and the technical teams.\nFamiliarity with Datadog and other monitoring tools.\nExperience of testing using APIs.\nStrong understanding of Jira Software, including workflows, filters and JQL (Jira Query Language).\nA good working knowledge of standard project methodologies.\nExcellent analytical skills, with proven experience of using appropriate tools.\nGood written and spoken English and interpersonal communication.\nDesirable\nIT degree qualified.\nExperience of Salesforce.\nA good working knowledge of SQL.\nExperience of working with application and system interface solutions.\nExperience working in a regulated environment.\nExperience of projects in the Travel, Insurance, Loyalty and Benefits sectors.\nReward & Benefits: What's in it for me?\nWe want our people to feel recognised, supported and able to thrive both at work and beyond it.\nWe 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.\nEqual opportunities: Our commitment to inclusion\nCollinson 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.","description_format":"text","description_chars":6149,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Loyalty Programs","Property & Casualty Insurance","Business Travel"],"lifecycle":[{"event":"open","at":"2026-10-09T03:13:29Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":8,"expected_fill_days":67,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/collinson-triage-analyst","json_url":"https://alion.io/job/collinson-triage-analyst.json","meta":{"generated_at":"2026-10-12T16:48:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26736,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1593},"rest":"https://alion.io/mcp/rest/get_company?id=1593"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcollinson-triage-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcollinson-triage-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcollinson-triage-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/collinson-triage-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcollinson-triage-analyst"}]}