Remote Triage Analyst Jobs (NOW HIRING)

The Business
The Individual Marketplace (IM) within Benefits Delivery & Administration supports call center-driven 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
 

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 $60,000-$75,000 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

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