CEDA -TMS - ICA - Enterprise Apps And Workflow Specialist - Senior Associate - Operate

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

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

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements.
  
  

Additional Job Description

Job Title: Senior Associate – Enterprise Applications & Workflow Analyst

Line of Service: Managed Services

Industry/Sector: Healthcare

Specialism: Enterprise Applications, Workflow & Platform Operations

Management Level

Senior Associate

Job Description & Summary

A career within PwC Managed Services will provide you with the opportunity to support clients in running enterprise application operations and workflow platform support at scale, ensuring application availability, workflow efficiency, regulatory compliance, and strong user experience across clinical, research, administrative, and employee-facing systems.

As a Senior Associate, you will support a diverse portfolio of enterprise applications and workflow platforms for Bassett Health, a US-based healthcare system operating hospitals, clinics, and outpatient facilities. Your portfolio will span workflow engines and business process automation, Infor OS platform administration, Contract Lifecycle Management (CLM) systems, policy and workflow platforms, Learning Management Systems (LMS), employee self-service systems, and REDCap administration and form building. These applications serve a broad user base including clinicians, nurses, researchers, administrators, HR, finance, legal, compliance, and clinical education teams.

This is a Managed Services engagement (not implementation or consulting) focused on steady-state application operations, L2/L3 support, configuration management, workflow administration, incident resolution, SLA adherence, and continuous improvement. The application portfolio spans clinical, research, compliance, HR, legal, and administrative domains—you will need to be versatile, detail-oriented, and able to work across platforms and business stakeholders with different priorities and technical maturity levels.

You will work from PwCs India Acceleration Center (India AC), supporting US business hours/shifts as required, and will collaborate with onshore delivery teams and client stakeholders across IT, HR, compliance, legal, research, clinical education, and finance. You will also participate in transition and knowledge transfer activities from the incumbent vendor across the application portfolio.

Note to Hiring/TA team: This is an enterprise application portfolio support role—not a single-platform specialist position. The ideal candidate has experience supporting multiple application platforms, combines workflow/platform administration skills with healthcare domain awareness, and understands the compliance and regulatory context (HIPAA, Joint Commission, CMS, IRB) in which these applications operate. REDCap administration is a distinctive and valued skill for this role.

Responsibilities

As a Senior Associate, youll work as part of a team of problem solvers helping clients maintain reliable, compliant, and efficient enterprise application operations. Specific responsibilities include:

Workflow Engines & Business Process Automation

• Provide L2/L3 support for enterprise workflow engines/platforms used for business process automation across clinical, finance, HR, compliance, and administrative departments
• Support workflow configuration and maintenance—approval chains, routing rules, conditional logic, notifications/alerts, escalation rules, and exception handling
• Perform workflow monitoring—tracking execution, identifying stuck/failed workflows, resolving exceptions, and documenting resolution steps
• Support integration of workflow engines with other enterprise systems (Infor CSF ERP, UKG HRIS, EHR, document management, email/notification systems)
• Assist business users with workflow design requests—translating business requirements into workflow configurations under guidance from senior team members
• Identify opportunities for workflow optimization—flagging redundant steps, manual interventions, and performance bottlenecks
  
  

Infor OS Platform Administration

• Provide L2/L3 support for Infor OS platform components:
• Infor Ming.le: Portal and collaboration environment—user experience support, navigation issues, and homepage configurations
• Infor Document Management (IDM): Document capture, indexing, routing, retention policy support, document retrieval, and document workflow troubleshooting
• Infor ION (platform perspective): Platform-level configuration support and monitoring complementing the integration team—connection point health checks, ION Desk monitoring, and basic API gateway support
• Infor Homepages/Widgets: Maintenance of role-based homepages, widget configurations, drillback links, and contextual application navigation
• Infor OS Portal: Portal administration support, user access, and platform health monitoring
• Support user access management and security within Infor OS—security role configuration, user provisioning/deprovisioning, SSO/federation troubleshooting, and access review support
• Coordinate with Infor Cloud Operations for tenant-level issues, escalations, and platform update activities
• Troubleshoot platform performance issues—portal responsiveness, document retrieval latency, and widget rendering problems
  
  

Contract Lifecycle Management (CLM) Systems

• Provide L2/L3 support for the clients CLM platform (e.g., Icertis, Agiloft, DocuSign CLM, SAP Ariba Contracts, or similar—specific platform to be confirmed during transition)
• Support contract creation workflows—template configuration, clause library updates, approval routing troubleshooting, and e-signature integration support
• Maintain contract metadata—ensuring accurate categorization, searchability, and reporting readiness
• Support compliance tracking—configuring and monitoring expiration alerts, renewal notifications, and obligation tracking
• Ensure audit readiness of contract records—maintaining version history, approval audit trails, and access controls
• Support CLM integration with finance/procurement systems (Infor CSF AP, if applicable) and troubleshoot integration issues
• Troubleshoot CLM platform issues—workflow errors, template rendering problems, user access issues, and notification failures
• Coordinate with legal, procurement, and physician contracting teams as primary CLM users
  
  

Policy & Workflow Platforms

• Provide L2/L3 support for policy management platforms (e.g., PolicyStat, PolicyTech/NAVEX, MCN Healthcare, or similar—specific platform to be confirmed)
• Support the policy lifecycle:
• Drafting and authoring environment support
• Review and approval routing workflow configuration and troubleshooting
• Version control and document management
• Publication, distribution, and staff notification management
• Acknowledgment/attestation tracking—ensuring accurate recording of staff policy acknowledgments
• Support compliance with Joint Commission, CMS, and HIPAA policy management requirements:
• Ensuring policies are reviewed within required timeframes
• Maintaining evidence of staff acknowledgment for auditors/surveyors
• Keeping the policy library organized and searchable for accreditation readiness
• Generate policy compliance reports—acknowledgment completion rates, overdue reviews, policy expiration tracking, and department-level compliance status
• Troubleshoot platform issues—workflow failures, notification errors, access/permission problems, and document formatting issues
  
  

Learning Management System (LMS)

• Provide L2/L3 support for the clients LMS platform (e.g., Cornerstone OnDemand, HealthStream, Relias, SAP SuccessFactors Learning, or similar—specific platform to be confirmed)
• Support learning content administration:
• Course creation, upload, and configuration (SCORM, xAPI, video, document-based content)
• Curriculum and learning path setup
• Certification and recertification tracking configuration
• Assessment/quiz configuration and troubleshooting
• Support mandatory/regulatory training compliance management—a critical function in healthcare:
• HIPAA annual training tracking
• OSHA safety training (bloodborne pathogens, hazard communication)
• Infection control and clinical competency tracking
• Joint Commission required education
• BLS/ACLS/PALS certification tracking for clinical staff
• Department-specific and role-specific training requirements
• Support user enrollment and assignments—automated role-based learning assignments, new hire orientation curricula, and manager/supervisor dashboard configuration
• Support LMS integration with HRIS (UKG)—employee data sync (new hires, terminations, job changes, department transfers) for automated enrollment and access management; troubleshoot sync failures and data discrepancies
• Generate LMS compliance reports and dashboards:
• Training completion rates by department, role, and facility
• Overdue training alerts and escalation notifications
• Audit-ready compliance reports for Joint Commission/CMS surveyors
• Certification expiration tracking and renewal reminders
• Troubleshoot LMS issues—SCORM/xAPI content playback problems, enrollment errors, completion tracking discrepancies, SSO/authentication issues, and notification failures
  
  

Employee Self-Service Systems

• Provide L2/L3 support for employee-facing self-service platforms and portals (beyond core HRIS):
• Internal employee portals and intranet applications
• Employee request/ticketing systems (IT requests, HR inquiries, facilities requests)
• Employee communication platforms and announcement systems
• Support self-service configurations—forms, request types, approval workflows, knowledge base articles, FAQ content, and category management
• Support integration between self-service platforms and backend systems (UKG HRIS, Infor CSF Finance, IT ticketing/ServiceNow); troubleshoot integration issues
• Monitor and report on self-service adoption and usage analytics—portal visits, request volumes, self-service resolution rates
• Identify opportunities to improve self-service content and capabilities—expanding request types, improving knowledge base quality, and increasing user adoption
• Troubleshoot access issues, form/workflow errors, and content management problems
  
  

REDCap Administration & Form Building

• Provide support and administration for REDCap (Research Electronic Data Capture)—a distinctive and critical capability in this healthcare environment:
  
  

Project Administration

• Support REDCap project creation and setup—defining project parameters, data collection instruments, and user roles
• Manage user access—role-based access configuration (data entry, read-only, project design, API access), user rights management, and DAG (Data Access Group) configuration for multi-site studies
• Support project lifecycle management—managing project status transitions (development → production → analysis → completed) with appropriate controls and documentation
• Maintain project inventory and ownership records across research, quality improvement, and operational teams
  
  

Form/Instrument Building

• Design and configure data collection forms, surveys, and instruments using REDCaps form builder:
• Field types (text, numeric, date, dropdown, radio, checkbox, slider, file upload, descriptive, calculated)
• Validation rules (data type validation, range checks, regex patterns)
• Branching logic (conditional display of fields/sections based on responses)
• Calculated fields (auto-computed values based on other field inputs)
• Piping (dynamically inserting previously entered data into subsequent fields/questions)
• Action tags (@HIDDEN, @READONLY, @DEFAULT, @CALCTEXT, etc.) for advanced form behavior
• Support longitudinal project design—event-based data collection across multiple timepoints
• Configure repeating instruments and events for iterative data collection
  
  

Survey Management

• Survey setup—public surveys, participant-specific surveys, survey queue configuration
• Survey distribution—email invitations via participant lists, public survey links, automated survey invitations (ASIs)
• Response tracking—monitoring completion rates, reminder scheduling, and survey expiration management
  
  

Data Quality & Validation

• Configure data quality rules and alerts—range checks, missing data identification, cross-field validation
• Support data resolution workflows—queries, discrepancy notes, and resolution tracking
• Assist with data cleaning and quality assurance processes for research teams
  
  

Reporting & Data Export

• Support data exports in multiple formats (CSV, SPSS, SAS, R, Stata) for statistical analysis
• Build custom reports and dashboards within REDCap for project PIs and stakeholders
• Configure REDCap graphing and statistics features for real-time data visualization
  
  

API & Integration Support

• Provide basic support for REDCap API usage—data import/export via API for automated data flows
• Support integration with other systems if applicable (EHR/clinical systems for research data capture, institutional data warehouses)
  
  

Compliance & Governance

• Maintain IRB (Institutional Review Board) compliance awareness—understanding that many REDCap projects support research protocols involving human subjects, requiring strict data security, access controls, consent tracking, and audit trail integrity
• Ensure audit trails are maintained for all data modifications—supporting research data integrity requirements
• Support data retention and archival activities for completed projects
  
  

Platform Support

• Assist with REDCap system upgrades and module installations—coordinating with the REDCap consortium/Vanderbilt University for platform updates and security patches
• Support external module (plugin) maintenance and configuration
• Monitor system performance—flagging database size, concurrent user, and server resource issues
  
  

Stakeholder Coordination

• Serve as a support point of contact for research, quality improvement, clinical, and operational teams who are REDCap users
• Provide REDCap guidance to project teams—form design best practices, data collection standards, and platform capabilities
• Coordinate with research compliance and data governance teams on REDCap usage alignment with institutional policies
  
  

Cross-Portfolio Integration Support

• Support and troubleshoot integration touchpoints between portfolio applications and core enterprise systems:
• LMS ↔ HRIS (UKG): Employee data sync, automated enrollment, and access deprovisioning
• CLM ↔ Finance (Infor CSF): Contract-related financial workflows and vendor/supplier data alignment
• Policy platforms ↔ HR/employee systems: Acknowledgment tracking integration and new hire policy distribution
• REDCap ↔ EHR/clinical systems: Research data capture integration (if applicable)
• Infor OS ↔ Infor CSF/other Infor modules: Platform layer supporting ERP applications
• Employee self-service ↔ backend systems: Request routing to fulfillment systems
• Coordinate with integration and middleware teams to resolve interface issues impacting portfolio applications
  
  

Application Security & Access Management

• Support application security across the portfolio:
• Role-based access control (RBAC) configuration and maintenance for each platform
• User provisioning and deprovisioning—aligned to HR lifecycle events (new hires, terminations, role changes)
• Support periodic access reviews and recertification—ensuring appropriate access and identifying orphaned accounts
• Audit evidence collection—access logs, change logs, and approval records for HIPAA and accreditation audits
• Ensure PHI/PII handling compliance across all applications—following data privacy and security protocols for platforms containing healthcare and employee data
  
  

Operations & Incident Management

• Log, track, and resolve incidents and service requests across the application portfolio within defined SLAs using ticketing tools (e.g., ServiceNow/JSM)
• Troubleshoot and resolve application issues—workflow failures, configuration errors, access problems, integration discrepancies, and performance issues
• Follow escalation protocols—escalating complex or high-impact issues to senior team members or vendors with clear documentation
• Support root cause analysis for recurring issues—contributing to known-error documentation and preventive action plans
  
  

Documentation & Compliance Support

• Maintain and update application documentation with discipline and accuracy across the full portfolio:
• Runbooks and SOPs for each application platform
• Configuration guides and workflow documentation
• User guides and FAQ content
• Known-issue logs and workaround documentation
• Integration specifications and data flow documentation
• Support audit and compliance evidence collection:
• LMS training compliance evidence for Joint Commission/CMS surveys
• Policy acknowledgment records for accreditation audits
• REDCap audit trails for IRB and research compliance
• CLM contract records for financial/legal audits
• Application access logs for HIPAA audits
  
  

Transition & Continuous Improvement

• Participate in transition and knowledge transfer from incumbent vendor across the application portfolio:
• Application discovery—current-state configurations, customizations, integrations, and dependencies
• Configuration documentation and workflow mapping for each platform
• Runbook creation, user guide compilation, and known-issue documentation
• Shadow support and stabilization/hypercare activities
• Identify and propose opportunities for continuous improvement:
• Optimize workflow configurations to reduce cycle time and manual steps
• Improve self-service content quality and adoption
• Enhance REDCap form design standards and reusable templates
• Automate repetitive administrative tasks (user provisioning, report generation, notification management)
• Propose platform configuration enhancements based on user feedback and incident trends
  
  

Skills And Experience

• 4–8+ years of experience in enterprise application support, workflow/platform administration, and/or IT operations
• Experience supporting multiple application platforms (not just single-platform depth)—demonstrating versatility, attention to detail, and the ability to work across platforms and business domains
• Workflow administration skills—experience configuring and maintaining workflows in enterprise platforms (approval routing, conditional logic, notifications, escalations, exception handling)
• Experience with Infor OS platform components (Ming.le, IDM, ION platform configuration, Homepages/Widgets) is preferred; comparable experience with other enterprise platform/portal administration is acceptable
• Experience with one or more of the following:
• Contract Lifecycle Management (CLM) systems—contract workflows, template management, compliance tracking (Icertis, Agiloft, DocuSign CLM, or similar)
• Learning Management Systems (LMS)—content administration, enrollment management, compliance tracking, reporting (HealthStream, Cornerstone, Relias, or similar)
• Policy management platforms—policy lifecycle, acknowledgment tracking, compliance reporting (PolicyStat, PolicyTech/NAVEX, MCN, or similar)
• REDCap administration and form building experience (strongly preferred)—project setup, form/instrument design, branching logic, survey management, data quality configuration, and reporting
• Experience working in SLA-driven managed services, shared services, or IT operations environments
• Understanding of application security and access management—RBAC, user provisioning/deprovisioning, and access review concepts
• Knowledge of data privacy and compliance requirements—PHI/PII handling, HIPAA awareness, and secure data management
• Experience with ITSM/ticketing tools (ServiceNow, Jira Service Management, or similar)
• Strong analytical, troubleshooting, and problem-solving skills
• Good communication skills—ability to work with diverse business stakeholders across HR, compliance, legal, research, clinical education, and IT
• Strong organizational and prioritization skills—managing tasks across multiple application platforms simultaneously
• Documentation discipline—experience creating and maintaining runbooks, configuration guides, and workflow documentation
• Ability to work in US shift hours from India AC as required by the engagement
  
  

Preferred Knowledge/Skills

• Experience supporting US healthcare organizations (hospitals, health systems, academic medical centers) with multi-application portfolios
• REDCap expertise—longitudinal project design, advanced action tags, API integration, external module management, and multi-site/DAG configurations
• Familiarity with healthcare regulatory and compliance requirements:
• Joint Commission accreditation standards (policy management, training requirements)
• CMS Conditions of Participation and survey readiness
• HIPAA Privacy and Security Rules (application-level controls)
• IRB compliance for research data systems (REDCap)
• OSHA training tracking requirements
• Exposure to Infor CloudSuite Financials (CSF) and UKG Pro from an integration/platform perspective
• Exposure to EHR platforms (Epic, Cerner/Oracle Health, MEDITECH) and clinical system integration patterns
• Experience with e-signature platforms (DocuSign, Adobe Sign) and their integration with CLM and workflow systems
• Understanding of SCORM/xAPI standards for LMS content management
• Experience participating in managed services transitions—application discovery, documentation, and operational handover
• Familiarity with scripting or automation for repetitive administrative tasks (user provisioning, report automation)
• Relevant experience or certifications: REDCap certified administrator, ITIL Foundation, Infor OS certifications, LMS platform certifications
  
  

PwC Professional Skills And Responsibilities

PwC Professional skills and responsibilities for this management level include but are not limited to:

• Apply a problem-solving mindset across a diverse application portfolio—troubleshooting issues across different platforms and business contexts with attention to detail and structured thinking
• Use feedback and reflection to continuously develop cross-platform technical skills and healthcare domain knowledge
• Handle sensitive healthcare, research, and employee data responsibly—maintaining integrity, confidentiality, and compliance with HIPAA, IRB, and organizational data governance policies
• Communicate effectively and professionally with onshore teams, client stakeholders, and cross-functional partners across HR, compliance, legal, research, clinical education, IT, and finance—providing clear status updates and documentation
• Demonstrate strong organizational discipline—managing tasks, incidents, and documentation across 6–8+ application platforms with accuracy and timeliness
• Demonstrate ownership and reliability in an offshore delivery model—maintaining responsiveness and quality aligned to US client expectations
• Uphold PwCs code of ethics and business conduct, ensuring strong governance, data stewardship, and ethical standards in all application operations and data-handling activities

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