Incident Management Support
- Assist in monitoring incoming incidents and service performance using ITSM dashboards and tools.
- Support escalation procedures by notifying relevant teams and ensuring follow-up on high-priority incidents.
- Track incident resolution timelines and escalate SLA breaches to senior team members.
- Help document routine incident workflows and assist in initial troubleshooting steps.
- Support efforts to identify repetitive incidents suitable for automated resolution.

Service Request Management Support
- Help create and update service request forms following organizational standards and taxonomy.
- Assist in routing service requests manually or by configured automation.
- Monitor service request fulfillment status and report SLA adherence.
- Support user communications related to service requests and basic troubleshooting.

Automation and Integration Support
- Collaborate with automation leads to identify routine manual tasks that can be automated.
- Support the development and testing of automation workflows using tools like ServiceNow Flow Designer.




- Monitor automation jobs and escalate integration failures to senior team members.
- Assist in documenting automation processes and maintaining integration logs.
- Prepare basic reports and dashboards on key service metrics under supervision.
- Participate in team meetings to discuss service issues, improvements, and updates.
- Assist in updating process documentation and knowledge articles.
- Support 24/7 service coverage schedules as part of a broader team rotation.
- Maintain awareness of healthcare data privacy and compliance standards (HIPAA).
- 2 years experience in IT support, service management, or related IT operations role.
- Basic familiarity with ITSM tools such as ServiceNow or similar platforms.
- Understanding of incident and service request management fundamentals.
- Exposure to automation concepts and IT process workflows is a plus.
- Robust organizational skills with a det

📌 Service Request Management Associate (Bengaluru)
🏢 Pricewater House Coopers Service Delivery Center Bangalore
📍 Bengaluru