Support Operations Specialist

This position will ensure the effective integration of people, processes, and technology within the organization. The Triage Lead will collaborate with teams to identify and resolve issues related to ACA’s business systems and processes. The Triage Lead will evaluate, prioritize, and route service tickets, as well as communicate status updates to impacted users. They will also be responsible for incident management and root cause analysis.

• Office Locations: NYC (office is near Grand Central), Pittsburgh, Medford (OR), Chattanooga, Portland (ME), or future office locations in Raleigh, Boston, Chicago, Los Angeles, San Francisco, Boca Ratan, or Miami.
• Must be able to go into one of these offices 2 days/week (Hybrid).
• If you are not near an office you will work remotely.

• Evaluation of support tickets – decide whether this is a people, process, or system issue.
• Prioritization – work 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 – keep affected users well informed, bringing peace, calm, and confidence about resolution.
• Resolution – actively resolve issues yourself when possible.
• Knowledge Base Management – codify what you learn for everyone’s benefit.
• Incident Bridge Management – run the incident in case of a major issue.
• Root Cause Analysis creation – coordinate, author, and present RCAs when required.
• Track metrics for measurement of business outcomes gained from implemented solutions.

• Demonstrated experience in a helpdesk environment.
• Experience in a business role within a Sales Operations or Finance team.
• Ability to explain your problem-solving process.
• Experience in Change Management or similar situations that have allowed you to set expectations regularly.
• Familiarity with ITIL/service-management concepts.
• Proven ability to utilize ticketing and software development lifecycle tools.
• Calm under pressure.
• Motivated to close out tasks.
• Willingness to fix anything you can, but recognize when you’re not the ultimate resolver.

• Bachelor’s degree in Computer Science, Information Technology, Business, Finance, or a related field.
• 5+ years of experience in a triage or business role.
• Experience with enterprise/financial systems and financial acumen such as Salesforce, Workday, or Financialforce/Certinia.

We offer a competitive compensation package rewarded based on performance and recognized for the value you bring to our business. The Total Rewards package includes medical and dental coverage, pension, and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also receive time off for ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you’ll be part of a team whose unique combination of talent includes the industry's largest group of former regulators, compliance professionals, legal experts, and GIPS® standards verifiers, along with practitioners in cybersecurity, ESG, and regulatory technology. Our entrepreneurial work environment offers innovative and tailored solutions for our clients, encourages creative thinking, and provides multiple career paths.

We foster a culture of growth through continuous learning, curiosity, and transparency. If you’re ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you’ve come to the right place.

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment.