Research and Triage Specialist

The Business
The Individual Marketplace (IM) within Benefits Delivery & Administration supports call centerdriven health insurance operations including Medicare ancillary products and funding processes. The IM Triage team plays a critical role in stabilizing operations by coordinating responses to security operational and systemic incidents across multiple platforms systems and teams.

The Role
The Incident Response & Triage Analyst serves as a central coordination point for incident intake triage and recovery across the Individual Marketplace. This role combines heavy triage responsibility incident command and project management capabilities to translate userreported problems into actionable work for technical and operational teams. The analyst routinely leads incident calls aligns diverse stakeholders with differing priorities and communicates impact risk and progress to leadership using clear businessrelevant metrics.

Incident Triage & Recovery
Assist in incident triage by identifying issues gathering relevant details documenting findings and escalating based on defined severity standards
Participate in production incident response and workflow recovery activities under the guidance of senior analysts or leadership
Provide clear timely status updates throughout incidents and recovery events to ensure shared understanding
Document investigative actions decisions and recovery steps to support operational visibility and knowledge capture

Business & Operational Awareness
Develop an understanding of production workflows and how they support client deliverables and core business services
Recognize potential service and client impacts and apply prioritization guidance accordingly
Demonstrate awareness of operational risk escalation triggers and downstream impacts across systems and teams

Professionalism & Collaboration
Act as a reliable and accountable team member in both routine operations and incident scenarios
Participate in incident calls working sessions and recovery efforts as directed or required
Communicate clearly respectfully and professionally with peers partners and stakeholders at all levels
Adhere to established documentation communication security and process standards

Problem Solving
Resolve routine operational issues using documented procedures and existing knowledge resources
Perform structured troubleshooting within defined scope across multiple systems and workflows
Escalate issues appropriately when they extend beyond role authority or present heightened risk
Accurately document actions taken findings and outcomes to support auditability and learning

Additional Responsibilities
Serve as an incident commander for assigned security or operational incidents coordinating activities and driving issues to resolution
Field issue reports from nontechnical call center staff and partners and translate them into technically actionable work items
Aggregate information from multiple systems bug reports call data and teams into a cohesive incident narrative and execution plan
Coordinate across Fraud Legal Product Engineering Carrier Funding and Client teams to maintain alignment
Develop track and present metrics that convey business impact service risk and operational health to leadership and executive audiences
Support incidentrelated projects recurring issue remediation efforts and continuous process improvement initiatives
Participate in oncall rotations and provide escalation support during highimpact operational events

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The Requirements
3 years of experience in incident response triage operations production support or technical program/project coordination
Demonstrated ability to lead meetings with diverse stakeholder groups and drive alignment without direct authority
Exceptional written and verbal communication skills especially when bridging nontechnical users and technical teams
Experience working in complex highly regulated environments with many interconnected systems and processes
Strong organizational prioritization and followthrough skills in timesensitive situations

Preferred Qualifications
Experience supporting call center operations in healthcare insurance Medicare or financial services
Familiarity with benefits administration funding processes or ancillary insurance products
Handson experience with ServiceNow Jira or similar incident defect or work tracking platforms
Background in security fraud risk management or compliancefocused operations

Location: This is a remote position open to anyone residing within the United States.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors including but not limited to location of the role individual competencies education/professional certifications qualifications/experience performance in the role and potential for revenue generation (Producer roles only).

Compensation
The base salary compensation range being offered for this role is $60000-$75000 USD annually.
This role is also eligible for an annual short-term incentive bonus.

Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage) Dental Vision Health Savings Account Commuter Account Health Care and Dependent Care Flexible Spending Accounts Group Accident Group Critical Illness Life Insurance AD&D Group Legal Identify Theft Protection Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays Annual Paid Time Off (includes state/local paid leave where required) Short-Term Disability Long-Term Disability Other Leaves (e.g. Bereavement FMLA ADA Jury Duty Military Leave and Parental and Adoption Leave) Paid Time Off
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans eligibility requirements.
  

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

EOE including disability/vets