Sand Cherry

Ticketing Analyst

Sand Cherry

contract

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $80,000 per year

About the role

  • Monitor incoming tickets within the ticketing system to ensure they are accurately logged and categorized.
  • Triage and route tickets to the appropriate teams based on priority, impact, and established procedures.
  • Track ticket progress and follow up to ensure timely resolution and adherence to service-level expectations.
  • Maintain high data quality standards within the ticketing system, including accurate fields, notes, and status updates.
  • Monitor ticket queues to identify aging tickets, potential bottlenecks, or process gaps.
  • Help maintain overall system integrity through consistent and accurate ticket management.
  • Support adherence to operational and service delivery processes.
  • Assist with basic reporting on ticket volumes, trends, resolution times, and common issues.
  • Escalate issues or risks appropriately when patterns or delays are identified.
  • Coordinate with cross-functional teams (operations, engineering, service delivery) to support ticket resolution.
  • Communicate clearly and professionally with team members regarding ticket status and next steps.

Requirements

  • Bachelor’s degree or equivalent experience.
  • Strong attention to detail and organizational skills.
  • Clear written and verbal communication skills.
  • Ability to follow defined processes while managing multiple tasks and priorities.
  • Basic familiarity with ticketing systems, service desks, or operational support environments (academic or internship experience acceptable).
  • Exposure to cable, telecom, or technology service environments (nice to have, not required).
  • Internship or entry-level experience in IT support, operations, or service delivery.
  • Comfort working with data, dashboards, or basic reporting.
Benefits
  • Our team is unique — we are passionate about what we do.
  • At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries.
  • We recognize our employees for their contributions.
  • Our culture is one of the most friendly and communicative in the consulting industry.
  • Sand Cherry is not a top-heavy organization.
  • We offer the opportunity to be part of a digital workforce.
  • Discover the experience that only comes with self-responsibility in the workplace.
  • Our team members manage their own workloads and are expected to deliver exceptional work for our clients.
  • Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticketing systemsdata managementreportingservice delivery processesoperational support
Soft Skills
attention to detailorganizational skillsclear communicationability to follow processesmultitasking
Certifications
Bachelor’s degree