Ticket Auditor, Level 2
Ticket Auditor, Level 2
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Job Description
What You Will Do
As an SLA Ticket Auditor with Independent Software youll play a critical role in ensuring operational excellence by auditing analyzing and correcting service tickets across the enterprise. Your work will directly impact mission efficiency by supporting the integrity of IT service delivery and driving measurable improvements to processes. This is an ideal opportunity for someone who enjoys digging into data identifying patterns and making process improvements in a cleared fast-paced mission-driven environment.
Youll work closely with service delivery managers performance analysts and IT operations teams to validate report and improve adherence to service level agreements (SLAs). Your insight will help shape strategic recommendations and enhance service workflows across the enterprise.
Key Responsibilities:
- Analyze and validate data to ensure SLA compliance and ticket accuracy
- Monitor enterprise reporting tools to identify service gaps and improvement opportunities
- Work with service delivery teams to manage performance against SLA targets
- Support service level reviews and root cause analysis of SLA-impacting events
- Validate and/or correct:
- Pended tickets
- Cancelled tickets
- Combined tickets
- Field Service Modules (FSMs)
- Service Items (SIs) assignment groups SLA Objectives (SLAOs) and tasking
- Prepare periodic reports and dashboards summarizing SLA trends and findings
- Collaborate with engineering design and tools teams to gather and process relevant metrics
- Identify and recommend opportunities for workflow optimization cost reduction and improved service delivery
Required Skills and Qualifications:
- 25 years of experience in service delivery ticket auditing or data analysis (or equivalent combination of education and experience)
- Proficient with IT service management tools and reporting platforms (e.g. ServiceNow Remedy)
- Strong organizational skills with a detail-oriented mindset
- Excellent verbal and written communication skills
- Ability to thrive in a high-tempo mission-critical environment
- Associates degree 2 years of experience
- Bachelors Degree 4 years of experience
- Masters Degree 6 years of experience
- Degree must be from an accredited college or university
Certifications: (Preferred but not required)
- ITIL Foundation
- CompTIA Security or equivalent
Clearance Requirement:
- Must possess an active TS/SCI with appropriatePolygraph tobe considered for this role
Were an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
Required Experience:
Manager
Employment Type
Full-Time
