Ticketing Analyst

Company Profile  

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally native, data-empowered solutions.  Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.  Finding the right match for this role is a critical aspect of continuing that success.   

Overview  

We are seeking a Ticketing Analyst to support and manage ticketing environments within a production service delivery setting. This role is ideal for someone who is detail-oriented, organized, and eager to learn operational support processes. The Ticketing Analyst will play a key role in ensuring incident, request, and work-order tickets are properly triaged, tracked, and resolved in a timely manner.  This position requires qualified candidates who live in the continental US. This role is not eligible for visa sponsorship, visa transfer or C2C candidates.

Please note the anticipated start date for this role will be June/July 2026.

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.

• 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.

Compensation

Sand Cherry Associates is required by Colorado law to include a reasonable estimate of the compensation range for this role. This compensation range considers a wide range of factors considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a consulting engagement with an expected annual salary of $70,000-$80,000. Years of experience, level of education, geographic location, unique skills/qualifications for the specific role and potential certifications can be key factors in the final compensation for this role.

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.