[Hiring] IAM Analyst @Ensemble Health Partners, India

Role Description

Job Title: IAM Analyst

Experience: 1-3 Years

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.

Qualifications

• 1-3 years of experience in an IT support, service desk, ticket coordination, operations coordination, or similar role.
• Demonstrated ability to manage high ticket volume with attention to detail and strong follow-through.
• Strong written communication skills for status updates, escalation responses, and stakeholder coordination.
• Comfortable working in an ITSM tool (e.g., ServiceNow) and maintaining structured trackers.

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.