IDSP Program Operations Coordinator, Customer Solutions Engineering

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Job Description Summary:

Job Overview

Rocket Software’s IBM Dedicated Services Program (IDSP) is a multi-year engagement providing Professional Services to support enterprise customers. The IDSP Program Operations Coordinator provides the administrative and operational discipline that keeps the program accurate, compliant, and on schedule. This includes maintaining working expertise in the Master Statement of Work (MSOW) and its amendments, tracking Transaction Orders (TOs) from issuance through signature, keeping engagement and utilization data current in Rocket’s Professional Services Automation (PSA) tool, tracking resource compliance requirements, and serving as the day-to-day administrative liaison for the program.

This is an individual contributor role focused on accurate tracking, reconciliation, and timely escalation. Success in this role depends on meticulous attention to detail, reliable follow-through on recurring administrative cycles, and sound judgment about when to resolve something directly versus route it to the right person.

Key Responsibilities

Contract & Transaction Order Administration

· Maintain expert knowledge of the IDSP MSOW and all active amendments, staying current as terms are added, renewed, or modified.

· Track every Transaction Order issued under the MSOW from creation through signature, following up directly with the appropriate signatories to keep the process moving.

· Maintain a complete, current Transaction Order log covering status, effective dates, associated resources, and upcoming renewal or expiration milestones.

· Flag Transaction Orders that are approaching expiration or missing a signature.

Resource Utilization Tracking & PSA Tool Management

· Own the day-to-day accuracy of IDSP engagement records in Rocket’s Professional Services Automation (PSA) tool (Kantata SX), including assignments, hours, and engagement details.

· Reconcile Transaction Orders against their corresponding engagements in the PSA tool to confirm every active TO is properly represented and tracked.

· Monitor resource utilization and prepare regular trend reports for Rocket leadership, flagging discrepancies or variances for follow-up.

· Support accurate, timely reporting on IDSP resource utilization to internal stakeholders.

Resource Compliance Tracking

· Track compliance requirements for each resource assigned to IDSP.

· Initiate the compliance process for resources newly assigned and the renewal process for resources with expiring requirements.

· Maintain accurate, current compliance records and provide status visibility to management.

Relationship & Escalation Liaison

· Serve as the day-to-day administrative point of contact on IDSP program operations.

· Route incoming requests, questions, and issues to the appropriate Rocket owner, and track each through to resolution.

· Maintain working knowledge of the services being delivered under IDSP and the commitments both parties have made to support informed, accurate communication.

· Support the Sr. Manager, IDSP Project Delivery in preparing for program reviews with current contract, utilization, and compliance status.

Core Competencies

· High attention to detail and a strong commitment to data accuracy across contract, resource, and utilization records.

· Strong organizational skills and the ability to manage multiple recurring tracking and reporting cycles at once.

· Clear, professional written and verbal communication, including with external partner contacts.

· Sound judgment about when to resolve an issue directly and when to escalate it to the right owner.

· Comfortable working within defined processes and holding both internal teams and an external partner to them.

· Working knowledge of resource utilization and billing mechanics under fixed-fee, named-resource, or time-and-materials engagement models is a plus.

· Basic understanding of contract administration concepts, including statements of work, amendments, and purchase or transaction orders, is a plus.

· Maintain regular communication with Customer Solutions Engineering PMO management on contract, utilization, and compliance status.

· Communicate professionally and consistently with designated point(s) of contact on routine administrative matters.

· Provide timely status updates on Transaction Orders, compliance items, and utilization trends to relevant stakeholders.

Skills & Competencies:

· Bachelor’s degree in business administration, operations, or a related field, or equivalent experience.

· Up to 2-3 years of experience in contract administration, resource or staffing coordination, or business operations, ideally within a professional services or technology organization.

· Advanced skills in Excel in creating and tracking data

· Hands-on experience with a Professional Services Automation (PSA) platform; experience with Kantata SX is a plus.

· Experience tracking commercial documents (statements of work, purchase orders, transaction orders, or similar) through review and signature is a plus.

· Experience supporting a client- or partner-facing program, account, or contract is a plus.

Information Security

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

Rocket Software Inc. 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!