Ticket Auditor, Level 2

What You Will Do

As an SLA Ticket Auditor with Independent Software, you’ll 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.

You’ll 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

• 2–5 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

• Associate’s degree + 2 years of experience
• Bachelor’s Degree + 4 years of experience
• Master’s Degree + 6 years of experience
• Degree must be from an accredited college or university

• ITIL Foundation
• CompTIA Security+ or equivalent

• Must possess an active TS/SCI with appropriate Polygraph to be considered for this role

We’re 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.