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Triage Analyst

| Watertown

The Triage Analyst will be responsible for supporting the information security team as a single point of contact for triage and resolution of internal requests. This role will handle all incoming emails, JIRA tickets, ServiceNow tickets, and calls when they relate to requests of the information security team. The individual in this role will be expected to resolve repetitive or common requests without impacting the engineering team, to triage requests, and to facilitate communication between requester and the subject-matter experts. In addition, they will be expected to improve our processes around how internal teams reach out to information security.
Note: This role is for internal requests and communications only. This role is not responsible for security incident triage or any form of security engineering.
Essential Functions (Duties and Responsibilities):

  • Single point of contact: Responsible for all incoming internal requests to the information security organization. Expected to handle or escalate as appropriate.
    • Requests include emails, JIRA tickets, Service Now tickets and calls.
    • Learn and remain current with system information and system updates.
    • Ability to research requests with available information resources.
    • Types of requests may include but are not limited to, security review requests, recommended security encryption tools, system lockouts or access requests to programs.
  • Triage: Incoming requests will need to be assigned initial levels of priority to correctly direct them through their resolution workflows.
    • Critical request will need to be handled quickly and accurately.
  • Facilitation: Responsible for keeping requesters informed on request status and progress and setting up trouble shooting sessions as needed.
    • Provide accurate, valid and complete information by using the right methods and tools.
  • Improvement: Improve the process around how internal teams reach out to information security by providing feedback on the current process or by taking ownership over process.
    • This will include the ability to take a chaotic communication process and streamline it.
  • Logging: Ensure all requests are accurately logged. Ensure the capture of all lessons learned.


Education & Experience Required:

  • Associates degree or higher
  • 0-1 years of experience; recent graduates can be considered
  • Working knowledge of Microsoft office software and Google Drive

Knowledge & Skills:

  • Great organizational skills
  • Great communication skills
  • Knowledge about security or a willingness to learn
  • Ability to distill complex or vague requests into a clear ask
  • Ability to identify patterns in requests to assign priority levels and determine the most effective order in which they should be dealt with
  • Ability to work independently and with little supervision

The Triage Analyst will be responsible for supporting the information security team as a single point of contact for triage and resolution of internal requests. This role will handle all incoming emails, JIRA tickets, ServiceNow tickets, and calls when they relate to requests of the information security team. The individual in this role will be expected to resolve repetitive or common requests without impacting the engineering team, to triage requests, and to facilitate communication between requester and the subject-matter experts. In addition, they will be expected to improve our processes around how internal teams reach out to information security.
Note: This role is for internal requests and communications only. This role is not responsible for security incident triage or any form of security engineering.
Essential Functions (Duties and Responsibilities):

  • Single point of contact: Responsible for all incoming internal requests to the information security organization. Expected to handle or escalate as appropriate.
    • Requests include emails, JIRA tickets, Service Now tickets and calls.
    • Learn and remain current with system information and system updates.
    • Ability to research requests with available information resources.
    • Types of requests may include but are not limited to, security review requests, recommended security encryption tools, system lockouts or access requests to programs.
  • Triage: Incoming requests will need to be assigned initial levels of priority to correctly direct them through their resolution workflows.
    • Critical request will need to be handled quickly and accurately.
  • Facilitation: Responsible for keeping requesters informed on request status and progress and setting up trouble shooting sessions as needed.
    • Provide accurate, valid and complete information by using the right methods and tools.
  • Improvement: Improve the process around how internal teams reach out to information security by providing feedback on the current process or by taking ownership over process.
    • This will include the ability to take a chaotic communication process and streamline it.
  • Logging: Ensure all requests are accurately logged. Ensure the capture of all lessons learned.


Education & Experience Required:

  • Associates degree or higher
  • 0-1 years of experience; recent graduates can be considered
  • Working knowledge of Microsoft office software and Google Drive

Knowledge & Skills:

  • Great organizational skills
  • Great communication skills
  • Knowledge about security or a willingness to learn
  • Ability to distill complex or vague requests into a clear ask
  • Ability to identify patterns in requests to assign priority levels and determine the most effective order in which they should be dealt with
  • Ability to work independently and with little supervision
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Location

311 Arsenal Street, Watertown, MA 02472