MS – IT Infra/Cloud – Associate(Analyst) – Service Mgmt. Support – operate Full Time NEW

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

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

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm’s code of conduct and independence requirements.

Instructions

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Job Profile Name

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Child Name

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Global LoS

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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.)

A Service Management Office (SMO) associate for a healthcare customer, will assist with incident management, service request handling, automation support, and service catalog upkeep while ensuring adherence to SLAs and service standards. This position offers an excellent opportunity to grow your IT service management skills in a highly regulated healthcare environment.

Minimum Degree Required: Bachelor’s degree in computer science, Information Technology, or related field.

Degree Preferred: Master’s degree in computer science, Information Technology, or related field preferred

Minimum Years of Experience: 2-4 year(s)

Certifications Required

Certifications Preferred:

• ITIL Foundation (or willingness to pursue)
• Any ServiceNow training or certification (desired but not mandatory)

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

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.

Service Catalog Support

• Aid in maintaining the IT service catalog by updating entries and ensuring they align with current service offerings.
• Support approval workflows for catalog items under guidance.
• Help retire outdated catalog items and communicate changes to stakeholders.
• Assist in gathering feedback about the service catalog usability.

Additional Responsibilities

• 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).
• Work closely with internal teams and vendors to ensure smooth service delivery.

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.)

• 0-2 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.
• Strong organizational skills with a detail-oriented and customer-focused approach.
• Good communication skills to interact effectively with technical teams and end-users.
• Willingness to learn and adapt in a fast-paced, highly regulated healthcare environment.
• Ability to work in shifts to support 24/7 service operations.