Job Title: IAM Analyst

Experience: 1-3 Years

Job Location: Hyderabad, pune or Remote
Timing: 9 pm to 5 Am (IST)

Company Overview:

Ensemble Health Partners India is at the forefront of innovation in the Revenue Cycle Management (RCM) space, leveraging modern technology to drive meaningful, real world impact. Our future ready platforms bring together AI driven analytics, intelligent data ingestion, workflow automation, and business intelligence built on a scalable, cloud native architecture. Our AI powered solutions are actively running in production, continuously optimizing processes and delivering data driven insights at scale. With the second largest market share in the U.S. RCM industry, a global workforce of 15,000+ professionals, and 12 technology patents, we deliver results through strong teams, proven processes, and flexible, modern technologies. As part of our continued growth, we have launched our Global Capability Center (GCC) in Hyderabad designed to serve as a strategic extension of our global operations. The GCC brings together technology, analytics, and RCM expertise to build scalable solutions, accelerate innovation, and support our long term vision of transforming healthcare operations. At Ensemble Health Partners India, we foster a culture of growth, collaboration, and innovation where your expertise is valued, your ideas are heard, and your work makes a measurable impact.

Position Summary:

The Ticket Intake & Escalation Coordinator provides timely, customer-focused operational support by creating, triaging, and tracking access-related requests in the ITSM platform. This role supports the IAM/Provisioning organization by converting approved intake data (e.g., HR-generated reports) into properly documented tickets, coordinating status updates, and managing escalation communications so work remains efficient, transparent, and on track. The coordinator is not a provisioner and does not perform IAM engineering; the role is focused on workflow coordination, documentation, and customer communication.

Key Responsibilities

Ticket Intake & Creation

Create requests/tickets from standardized HR-generated reports or approved intake lists (e.g., new hires, changes, terminations, access adjustments).

Ensure each ticket contains complete required fields, identifiers, and attachments; validate that request metadata is sufficient for downstream teams to act.

Triage & Coordination

Perform initial triage: confirm assignment group/queue, categorize request type, and route to the correct operational owner (Provisioning, ServiceNow workflow owner, client-facing pathway, etc.).

Monitor assigned queues for aging items and SLA risk; flag items that require attention.

Escalation Management & Communications

Act as a centralized escalation contact for the IAM/Provisioning team: respond to escalation inquiries with ticket status, documented blockers, and next steps.

Coordinate escalation paths using agreed communication methods (email/Teams) and ensure escalations are documented for visibility and follow-through.

Status Reporting

Maintain a simple tracker/report view (ticket number, requester, current status, blocker, owner, next step) to support daily/weekly operational updates.

Provide summarized updates to stakeholders (requestors, leaders, PMs) without exposing sensitive credential data.

Process Adherence & Continuous Improvement

Follow IT support standards, procedures, and documentation expectations; identify recurring issues, missing data patterns, or workflow gaps and share improvement recommendations to leadership.

Contribute to process refinement by suggesting standardized templates, intake checklists, and response macros to reduce back-and-forth.

Required Skills

1.1–3 years of experience in an IT support, service desk, ticket coordination, operations coordination, or similar role.

2.Demonstrated ability to manage high ticket volume with attention to detail and strong follow-through.

3.Strong written communication skills for status updates, escalation responses, and stakeholder coordination.

4.Comfortable working in an ITSM tool (e.g., ServiceNow) and maintaining structured trackers.

Why Join US?

•   Work on real-world healthcare and technology challenges, powered by emerging technologies and a strong innovation mindset.
•   Be part of a fast-growing, people-first organization where your work creates measurable impact.
•   Grow continuously with structured learning, certifications, and industry-recognized development programs.
•   Collaborate with high caliber teams that value ownership, trust, and accountability.
•   Grow alongside an organization that’s scaling with purpose and clarity. Be part of a fast scaling Global Capability Center with meaningful global responsibility.

Benefits:

•   Comprehensive health insurance coverage for associate, kids (2) and parents supporting physical and financial well being beyond the workplace.
•   Accidental insurance coverage for the associate that adds an extra layer of security.
•   Professional development programs with reimbursement support to help you upskill and grow with confidence.
•   A workplace that is fully compliant with labor laws, including maternity and paternity benefits.
•   Thoughtful experiences like welcome kits, company swag, and work anniversary gifts that recognize your journey with us.
•   Benefits designed to support you at different stages of life and career, not just on day one.

Numbers of Positions:

IAM Analyst (Remote)

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