Careerflow Human Data Labs partners with AI companies to bring real-world professional expertise into their products.

About the work
Our client is building a reinforcement learning setting that simulates real IT service desk workflows. The goal is to model how L1/L2 IT support agents actually resolve incidents and requests across tools like ServiceNow, Microsoft 365 Admin Center, Active Directory, MFA/identity systems, endpoint management tools, and knowledge bases.
You’ll help them review, correct, and improve ITSM workflows so they are realistic enough to train and evaluate AI agents. Example scenarios include VPN failures, account lockouts, mailbox access issues, MFA resets, Teams problems, device compliance issues, software installation requests, and escalation to resolver groups.
This role is ideal for someone with deep hands-on ITSM, service desk, ServiceNow, and enterprise support experience who can distinguish a plausible workflow from one that would never happen in production.

Responsibilities
Review ITSM workflows for realism, correctness,



and enterprise service desk fidelity
Validate whether each workflow follows realistic L1/L2 triage, resolution, escalation, and closure behavior
Annotate incorrect workflows and suggest corrected steps
Help define what actions, states, observations, and outcomes should exist in an ITSM RL environment
Identify missing tool interactions, policy checks, dependencies, approvals, or escalation paths
Help create “gold standard” workflow traces for common incidents and service requests
Calibrate with our team on review rubrics, including identity verification, ServiceNow updates, knowledge article usage, SLA handling, and resolution coding
Provide feedback on whether simulated workflows match how work happens in managed services or large enterprise IT environments

Example workflow review
A workflow may say: “User reports VPN failure. L1 verifies identity, checks GlobalProtect token status, resyncs MFA, asks user to recon

📌 ITSM Operations (India)
🏢 Careerflow.ai
📍 India