Triage Coordinator

YOUR ROLE

The primary purpose of this role is to manage the triage process for Corporate Solutions change and enhancement requests. The Triage Coordinator ensures all stakeholders adhere to established processes, maintains up-to-date statuses, communicates delivery timelines, and organizes weekly meetings. The role also manages the request pipeline with requestors and third-party providers to set priorities and timelines, and is responsible for management reporting, including change and recharging statistics and team hours.

Additionally, the role provides PMO support and facilitates governance.

Will be responsible for financial accuracy, including Purchase Orders and Invoice management and reconciliation, and will contribute to process improvement.

WHAT ARE YOU GOING TO DO?

• Own the IT Corporate Solutions triage and delivery process, ensuring all stakeholders follow the same process and that it reflects correctly in ticketing systems (e.g., Orchestra).
• Invoices workflow management, from Purchase Orders creation to invoices reception. Audit invoices created manually to confirm billing volumes and rates are correct. Confirm there are no mathematical errors
• Provide process visibility to Business and Management through reporting.
• Act as the first point of contact for Business, Management, and Delivery teams on delivery process topics.
• Ensure recharging is handled correctly and cash flows back into the appropriate cost centre.
• Organise and facilitate weekly triage and progress meetings; collaborate closely with technical engineers.
• Design, create, and distribute management reporting on request statistics, recharging statistics, and delivery team coverage.

Daily:

• Handle multiple distinct daily tasks across project and operational workflows.
• Track and manage incidents to ensure timely resolution.
• Validate and manage all Change Requests (CRs) for the CoE, averaging 20 new CRs received per week
• Review CRs and convert them into Project tasks when required, communicate changes to project teams and resources.
• Provide PMO support for governance and reporting.
• Oversee timesheet approvals and resource allocations.
• Support CoE requests and user access management.
• Manage email communications and coordinate meetings.

Weekly:

• Review timesheets and ensure accurate resource tracking.
• Prepare CAB documentation and governance reports.
• Update project budgets and monitor financial performance.
• Prepare materials and reports for Advisory Board sessions.
• PMO Projects auditory – check projects ongoing documentation, updates and reports in Project management tool

Monthly:

• Reconcile invoices for Externals assigned to CRs to maintain financial accuracy.
• Process Purchase Orders (PO) and Statements of Work (SOW) in line with procurement policies.
• Audit POs and invoices reception, verifying that suppliers are not over invoicing and invoices are submitted to correct POs
• Monitor that invoices are:
• using the correct rates for each type of resource
• reflecting the correct dates, paying attention to verify that there are no invoices with overlapping time periods
• Create reports to reflect the POs and invoices related to:
• External resources
• Developments for projects provided by external suppliers
• Project Management tool management and Unit/Unit Resources control and configuration

Ad Hoc:

• Act as backup and provide support for Unit PMs when required.
• Assist Project Managers with planning and execution tasks.
• Resolve financial discrepancies promptly and accurately.
• Support any requested projects or manage Orchestra PM tasks for technical initiatives.

WHAT ARE WE LOOKING FOR?

• Educated in Administration or System Analyses
• 3+ years in an administrative role (Project, Finance, Business Process)
• 1-2 years of technical experience
• 0-3 years of relevant technical or business work experience
• Knowledge of function capabilities in order to assess risk and apply quality control
• Knowledge on JDEdwards or other ERP system
• Good level of numeracy
• Planning skills
• 5+ years Microsoft Office
• 5+ years administrative tooling
• Ability to work on own initiative
• Good team working skills
• Good oral and written communication skills
• Ability to work well as part of a team and prioritize work
• Detailed and precise
• Flexible

WHAT DO WE HAVE TO OFFER?

• Competitive basic salary
• HMO w/ 2 free dependents from day 1 of hiring
• 20 annual leaves + bereavement leave + wedding leave
• Hybrid set up w/ 3 days a week onsite and 2 days WFH.
• Annual Performance Reviews w/ a chance of a salary alignment.
• Annual Company Performance Bonus
• Retention Bonus (similar to a signing bonus after 1 month of your start date, renewable every year)
• Retirement Fund

ABOUT TOMORROW

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