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AC

Ticket Triage & Prioritization Coordinator

APN Consulting Inc
🇺🇸 United States
Remote
Manager or above
2 days ago
  • ServiceNow
  • AI/ML
  • triage
  • Jira
  • SQL
2 days ago
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APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.
Ticket Triage & Prioritization Coordinator
Contract- 12/31/26
Remote

This role supports client reporting team by managing reporting, analysis, and data requests from internal stakeholders and clients. The team works with sensitive healthcare application data — including telemedicine consult records and data from chronic-condition management programs (e.g., diabetes, hypertension, and behavioral health coaching apps), delivering a variety data extracts (client-specific file deliveries and one-off data pulls) and aggregate reports (portfolio-level and custom reporting/analytics). This role sits at the front of that pipeline, coordinating with the team leader to ensure incoming requests are prioritized accordingly, and land with the right team member.
Responsibilities:
  • Monitor incoming prioritization requests raised by team leaders — via our team's recurring Teams meeting and other intake channels — and ensure each one is fully captured (requestor, business justification, urgency) before it becomes a tracked ticket.
  • Create, label, and organize Jira tickets so nothing raised verbally or informally falls through the cracks.
  • Triage each ticket by required skillset and route it to the team member whose technical background and current workload make them the right fit.
  • Maintain and regularly refresh the team's priority-tracking spreadsheet/dashboard, keeping status, ETA, and ownership current.
  • Follow up on requests that have gone stale or unacknowledged, and flag anything that needs escalation.
  • Communicate status back to requesting stakeholders in plain, non-technical language.
Skills:
  • Strong organizational skills — comfortable owning a high volume of concurrent, competing requests without losing track of any of them.
  • Excellent written and verbal communication; able to translate between technical and non-technical stakeholders.
  • A technical background sufficient to understand what a request is actually asking for and route it correctly — this role does not require writing production SQL or code, but does require enough fluency to tell a data-extract request from an aggregate-reporting request and to ask informed clarifying questions.
  • Comfortable working daily in Jira and Microsoft Teams; will receive training on our specific workflows and tooling.
  • Experience with healthcare or health-tech data environments strongly preferred.
We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.

Ticket Triage & Prioritization Coordinator · APN Consulting Inc

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