Triage Analyst

Collinson is a global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers. Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special.

We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide. Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. The success of our business is delivered through the diverse and talented team of over 2,300 global colleagues.

PURPOSE OF THE JOB

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

• Impact: 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.
• Autonomy: 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.
• Customer: Drive a high standard of customer service by ensuring reported business and service issues are managed effectively and resolved within agreed expectations. Assess 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.
• Communication: 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.
• Problem Complexity: 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.
• People Management: 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.
• Knowledge: 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.

SKILLS AND EXPERIENCE

• IT Degree Qualified Desired
• Knowledge and experience of successful project/product implementation in a software delivery environment
• Stakeholder Management, act as the middleman between the end-user and the technical
• Familiarity with Datadog and other monitoring tools
• Experience of testing using API's
• Strong understanding of Jira Software, including workflows, filters, and JQL (Jira Query Language).
• Experience of Salesforce desirable
• A good working knowledge of standard Project Methodologies
• Excellent analytical skills, with proven experience of using appropriate tools, and a good working knowledge of SQL desired
• Experience of working with application and system interface solutions highly desirable
• Good written & spoken English & interpersonal communication
• Experience working in a regulated environment preferable
• Experience of projects in Travel, Insurance, Loyalty and Benefits sectors highly desirable

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.