[Remote] Ticketing Analyst

Note: The job is a remote job and is open to candidates in USA. Sand Cherry Associates excels in the design and delivery of strategic customer-centric initiatives. They are seeking a Ticketing Analyst to support and manage ticketing environments, ensuring tickets are triaged, tracked, and resolved in a timely manner. Responsibilities 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 Skills 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 Company Overview Sand Cherry is a management consulting firm based in Denver. It was founded in 2001, and is headquartered in Littleton, Colorado, USA, with a workforce of 51-200 employees. Its website is