**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. **Your role and responsibilities** Our Service Coordination and Compliance (SC&C) resource’s are 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. **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. IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.