Infrastructure & Technology Service Coordination and Compliance CA

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.

The Service Coordination and Compliance (SC&C) resource is responsible for managing service requests, incidents, workflow tasks, and change activities within the Service Now 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 Service Now, SAP environments, audit preparation, and billing support.

• Experience managing requests, incidents, workflow tasks, and change activities, preferably in a ticketing system such as Service Now.
• 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 elevate appropriately.
• Awareness that new technologies may impact billing processes and require knowledge transfer or training.

• Bachelor's Degree

• Associate's Degree/College Diploma

• Experience managing requests, incidents, workflow tasks, and change activities, preferably in a ticketing system such as Service Now.
• 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,…