IT Build Analyst II

Job Description:

Role Purpose

Manage and triage intake requests for accessibility consulting engagements and accessible document remediation services. Ensure requests are properly assessed, prioritized, and routed to the appropriate internal team or external vendor. Maintain service quality, compliance with accessibility standards, and positive client experience through proactive communication and process oversight.

Key Accountabilities

Customer

• Monitor and manage the consulting intake queue, validating request details, clarifying scope, and assigning to the correct resource or workstream.
• Oversee the accessible document service intake queue, reviewing PDF remediation requests for completeness and eligibility.
• Prepare and submit remediation requests to the approved vendor; track progress and ensure timely delivery.
• Communicate with requestors to confirm requirements, provide status updates, and set expectations for turnaround times.
• Verify remediated documents meet accessibility standards (WCAG, AODA, ACA) before delivery; escalate issues promptly.
• Maintain accurate documentation of intake processes, request details, and resolution steps.

Shareholder

• Coordinate with third-party vendor for document remediation; monitor SLAs and escalate delays or quality concerns.
• Maintain intake dashboards and generate reports on volume, turnaround times, SLA adherence, and client satisfaction.
• Identify process improvement opportunities to streamline intake workflows and reduce turnaround times.
• Ensure compliance with TD accessibility policies and standards; contribute to vendor performance reviews and accessibility audits.

Employee / Team

• Collaborate with consulting leads, accessibility specialists, and vendor contacts to ensure smooth handoffs and timely delivery.
• Document intake procedures and best practices; contribute to team knowledge base for consistent handling of requests.
• Support a positive work environment that promotes service excellence, quality, and teamwork.

Breadth & Depth

• Independently manage multiple intake queues and apply judgment to prioritize requests based on business impact and accessibility compliance requirements.
• Serve as the primary point of contact for intake-related inquiries and escalations.
• Work under minimal supervision; act as a reference for team members on intake processes and vendor coordination.

Experience & Education

• Undergraduate degree or Technical Certificate.
• 3–5 years of relevant experience in service coordination, intake management, or vendor relationship management.
• Strong organizational and prioritization skills for managing multiple queues.
• Familiarity with accessibility standards (WCAG, AODA, ACA) and document remediation processes.
• Experience with vendor coordination and SLA tracking.
• Excellent communication skills for client and stakeholder engagement.
• Proficiency with intake platforms (e.g., ServiceNow, SharePoint) and reporting tools.