MS IT InfraCloud Senior Associate(Sr. Analyst) SMO CSI ITSM operate

Industry/Sector

Specialism

Management Level

Job Description & Summary

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

Job Profile Name:

*TC/Recruiting to Update*

Child Name:

*TC/Recruiting to Update*

Global LoS:

*TC/Recruiting to Update*

Global Network:

*TC/Recruiting to Update*

Global Competency Network:

*TC/Recruiting to Update*

Go-To-Market:

Managed Services

Sector:

Not Applicable

Programme Type:

Experienced

Additional Responsibilities: (This field may be used to describe the daily role duties and/or purpose of this Job Profile/Job Description. The field is limited to 500 characters including spaces.)

Senior Associate within the Service Management Office (SMO) for a leading healthcare customer will play a critical role in managing and optimizing IT service delivery processes. The primary focus will be on incident management service request management automation and integration and service catalog managementensuring high service quality SLA compliance and continuous improvement. Will help drive automation streamline workflows and support 24/7 service operations in a complex healthcare environment.

Minimum Degree Required: Bachelors degree in computer science Information Technology or related field.

Degree Preferred: Masters degree in computer science Information Technology or related field preferred

Minimum Years of Experience: 4-6 year(s)

Certifications Required:

• ITIL Foundation (mandatory or in-progress)
• ServiceNow Certified System Administrator or equivalent

Certifications Preferred:

• Certifications in automation or cloud platforms (e.g. AWS Azure)

Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT*

Incident Management

• Monitor incident inflow and service performance in real-time using ITSM tools and dashboards.
• Provide 24/7 coverage and manage escalation procedures to ensure prompt incident resolution.
• Track and report on SLA compliance for incident resolution escalating breaches proactively.
• Implement and maintain automated incident routing prioritization and escalation workflows.
• Utilize AI/ML-based tools for predicting high-severity incidents and assist in proactive mitigation.
• Collaborate with technical teams to enable self-healing actions aimed at reducing Mean Time to Resolution (MTTR).

Service Request Management

• Develop and maintain user-friendly service request forms aligned with organizational taxonomy (e.g. MSK taxonomy).
• Design and implement automation for routing service requests by type urgency and business impact.
• Monitor SLA adherence for service request fulfillment and initiate corrective action as needed.
• Support knowledge base updates related to service requests and resolutions.

Automation and Integration

• Identify repetitive ITSM tasks suitable for automation to increase efficiency and consistency.
• Develop and maintain integrations with ServiceNow modules leveraging Flow Designer IntegrationHub and other automation tools.
• Track and measure ROI and efficiency improvements resulting from automation initiatives.
• Monitor integrations with enterprise platforms troubleshoot and remediate any failures promptly.
• Document automation workflows and integration processes for audit and continuous improvement.

Service Catalog Management

• Assist in building and maintaining a structured service catalog comprising IT and business services.
• Ensure catalog items are linked accurately to relevant SLAs and operational level agreements.
• Automate approval workflows for standard and predefined catalog items to accelerate fulfillment.
• Regularly review and retire obsolete catalog items or update existing entries to align with evolving services.
• Collaborate with stakeholders to keep the service catalog current and representative of enterprise offerings.

Preferred Knowledge/Skills: (character count limit 5000)* PLEASE MAKE THIS A BULLETED LIST WHERE EACH SENTENCE STARTS WITH THE SAME VERB TENSE (I.E. PROVIDES DEVELOPS FACILITATES ETC.)

Additional responsibilities

• Assist in preparing reports and dashboards for service performance metrics incident trends and SLA compliance.
• Participate in regular service review meetings with customer and delivery teams.
• Support continuous improvement activities by collecting user feedback and analyzing service delivery data.
• Maintain compliance with healthcare industry standards and data privacy regulations (e.g. HIPAA).
• Work closely with cross-functional teams including infrastructure application and security teams to ensure integrated service delivery.
• Contribute to documentation process updates and training material development for service management practices.
• Support audit and governance activities related to service management processes.
• Experience in incident service request and service catalog management.
• Working knowledge of automation tools and integration platforms (e.g. ServiceNow Flow Designer IntegrationHub).
• Familiarity with SLA management reporting and operational dashboards.
• Understanding of AI/ML applications in IT service management is a plus.
• Knowledge of healthcare regulations and compliance requirements is highly desirable.
• Strong analytical problem-solving and multitasking skills.
• Effective communication and stakeholder management abilities.
• Proactive attitude with strong attention to detail and a drive for continuous process improvement.
• Availability for shift rotations supporting 24/7 coverage.

Travel Requirements

Job Posting End Date