Employee Experience & Service Delivery Coordinator

International Business Machines Corporation; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

International Business Machines Corporation in Raleigh, NC is seeking an organized service delivery specialist to manage daily employee inquiries, resolve complex issues, and ensure high-quality support across standard topics and escalations.

You'll handle onboarding/offboarding logistics, benefits tracking, contract updates, time/leave processing, and maintain accurate ticket records in ServiceNow/Workday, collaborating with HR, Payroll, and IT while upholding data privacy standards.

Responsibilities

• Hands-on Service Delivery & Ticket Queue Management: Manage daily employee inquiries across standard and complex topics using active listening, fast turnaround, and standard operating procedures to ensure high-quality service delivery.
• Pod Operational Support: Execute foundational administrative workflows across assigned operational domains (e.g., onboarding/offboarding logistics, benefit enrollment tracking, contract updates, time/leave processing, or frontline ticket reclassification).
• Smart Troubleshooting & Escalation: Act as a careful gatekeeper by investigating complex cases, gathering full background details, and resolving issues independently before escalating non-routine cases to Tier 2 Specialists or Subject Matter Experts.
• Knowledge Management & Content Updates: Draft, refine, and update internal job aids, routing guides, and associate-facing Knowledge Base Articles (KBAs) the moment new solutions or policy shifts are identified.
• System & Data Integrity: Maintain accurate ticket documentation in ServiceNow/Workday, execute clean cross-functional handoffs between HR, Payroll, and IT teams, and adhere strictly to global data privacy standards.
• Process Optimization & Peer Collaboration: Help identify recurring ticket bottlenecks, system bugs, or policy gaps, and collaborate with team leads and peers to continuously improve team tools, job aids, and self-service routing.

Job description

International Business Machines Corporation in Raleigh, NC is seeking an organized service delivery specialist to manage daily employee inquiries, resolve complex issues, and ensure high-quality support across standard topics and escalations.

You'll handle onboarding/offboarding logistics, benefits tracking, contract updates, time/leave processing, and maintain accurate ticket records in ServiceNow/Workday, collaborating with HR, Payroll, and IT while upholding data privacy standards.