Service Coordination and Compliance
Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
The Service Coordination and Compliance (SC&C) resource is responsible for managing service requests, incidents, workflow tasks, and change activities within the ServiceNow environment while ensuring adherence to ITIL processes and governance requirements. This role coordinates work across technical and functional teams, monitors shared queues, maintains documentation, and supports compliance through accurate tracking, reporting, and quality checks. In addition to service coordination, the position also supports billing activities by resolving discrepancies, preparing reports, interpreting contract requirements, and ensuring timely and accurate invoicing for multiple clients. Strong communication, organization, attention to detail, and the ability to manage shifting priorities are essential, with additional value placed on experience in ServiceNow, SAP environments, audit preparation, and billing support.
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Required education
Bachelor's Degree
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
• Experience managing requests, incidents, workflow tasks, and change activities, preferably in a ticketing system such as ServiceNow.
• Ability to apply ITIL processes for incident, request, change, and problem management.
• Skilled in monitoring work queues, prioritizing tasks, and meeting service level deadlines.
• Strong documentation abilities, including preparing and maintaining process documents, audit evidence, compliance records, and user guides.
• Ability to follow governance frameworks, approval workflows, and required control steps.
• High attention to detail with the ability to perform quality checks for accuracy and completeness.
• Strong communication and collaboration skills for coordinating across SAP technical teams, functional teams, management, and client stakeholders.
• Proficiency using Outlook, Excel (intermediate), and Teams to track work and communicate updates.
• Experience maintaining trackers, dashboards, and reporting tools for compliance and workload management.
• Capability to investigate and resolve billing discrepancies, prepare billing reports, and meet tight invoicing deadlines.
• Ability to read and interpret contractual documents related to billing.
• Strong organizational skills, time management, problem solving, and critical thinking.
• Ability to remain calm under pressure, adapt to shifting priorities, and work independently with minimal supervision.
• Understanding of contract types, ticket baselines, and ARC/RRC financials.
• Ability to identify when billing legends or processes require updates and escalate appropriately.
• Awareness that new technologies may impact billing processes and require knowledge transfer or training.
Preferred technical and professional experience
• Direct experience using ServiceNow for ticket, request, and workflow management.
• General understanding of SAP concepts or experience coordinating across SAP environments.
• Experience supporting audits, compliance reviews, or governance-driven environments.
• Experience creating or maintaining workflow and process documentation.
• Reporting and analytics experience.
• Experience working in public sector or regulated environments.
• Ability to operate effectively in fast-changing operational environments.
• Background in cross-functional coordination within large accounts.
• Experience supporting billing functions and invoice reporting.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
Must have the ability to work in Canada without sponsorship.
This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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