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ACA Group · 1 day ago

Triage Lead

North Carolina, United States

Full-time

Hybrid

Senior Level

$120K/yr - $125K/yr

5+ years exp

ACA Group is a leading governance, risk, and compliance advisor in financial services. The Triage Lead will ensure effective integration of people, processes, and technology, collaborating with teams to resolve issues related to business systems and processes, while managing service tickets and conducting root cause analysis.

ConsultingCyber SecurityFinancial Services

H1B Sponsor Likely

Responsibilities

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

Qualification

Helpdesk experienceEnterprise financial systemsChange ManagementITIL/service managementMotivated to close tasksKnowledge Base ManagementProblem-solvingCalm under pressure

Required

Bachelor's degree in Computer Science, Information Technology, Business, Finance, or a related field

5+ years of experience in a triage or business role

Must have experience with enterprise/financial systems and financial acumen such as Salesforce, Workday or Financialforce/Certinia

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

Benefits

Medical and dental coverage

Pension and 401(k) plans

Wide range of paid time off options

Flexible work environment

Time off for designated ACA Paid Holidays

Summer Fridays

Personal/Family Care

Other leaves of absence when needed to support your physical, financial, and emotional well-being

Company

ACA Group

ACA Group is the leading governance, risk, and compliance advisor to the financial services industry.

Founded in 2002

Newyork, Argyll and Bute, GBR

1001-5000 employees

https://acacompliancegroup.com/

H1B Sponsorship

ACA Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (1)