Procurement Triage Specialist

Job Summary

We are seeking detail-oriented Administrative / Triage Specialists to support our Procurement Team. This role serves as the first point of contact for incoming requests and is responsible for managing and triaging tickets within the ServiceNow procurement board. The ideal candidate is highly organized, proactive, and thrives in a fast-paced environment.

Duties and Responsibilities

• Monitor and manage the ServiceNow procurement and inventory ticket boards continuously
• Acknowledge receipt of requests and communicate with clients as needed via email or chat
• Categorize tickets according to predefined rules (e.g. licensing, software, hardware, inventory, and complex requests)
• Triage incoming tickets and assign them to the appropriate team member
• Adjust ticket assignments based on team availability/ workload (e.g., PTO)
• Provide clients with updates, including ETA and tracking information when applicable, according to predefined policies
• Review tickets and follow up with clients via email or chat to gather additional details when necessary
• Identify and escalate urgent or stale tickets to the team lead
• Track and report tickets that were incorrectly assigned to the procurement team
• Research client history to provide context and support procurement analysts
• Maintain and update records in IT Glue, including quoting profiles and license details
• Contribute to process improvements by maintaining documentation related to ticket management policy and procedures

Qualifications

• HS diploma
• Bachelor's Degree preferred
• Professional demeanor
• 2-4 Years Prior experience in IT procurement, distribution, or managed services preferred
• Basic understanding of computer hardware, components and software
• Prior experience working within software systems a plus (ServiceNow, ConnectWise, Microsoft Office Suite)
• A great attitude and a willingness to learn from and contribute to our Procurement Team

Benefits

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events