IT Applications Support Analyst - Order to Cash

Gusto • San Francisco, CA

22d • Hybrid

About The Position

As part of the Enterprise IT Applications team, the IT Applications Support Analyst owns the day-to-day support, configuration, and continuous improvement of the enterprise applications that power Billing, Order-to-Cash (O2C), and Cash Reconciliation. This role keeps these business-critical finance systems running reliably — troubleshooting incidents, fulfilling change requests, and partnering with Finance stakeholders to translate business needs into well-supported application solutions. A core focus of this role is applying AI and automation to modernize how finance applications are supported. You'll look for opportunities to automate manual processes, reduce ticket volume through self-service and intelligent tooling, and leverage AI-driven approaches to triage, analysis, and reconciliation. You'll act as a subject-matter expert on the billing and cash application landscape, including the integrations that connect these systems to the wider ERP and data ecosystem.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field — or equivalent practical experience.
• 8–12 years of experience supporting enterprise/finance applications, ideally within billing, O2C, AR, or cash-reconciliation domains.
• Demonstrated experience applying AI and/or automation to streamline support, operations, or finance processes.
• Hands-on experience supporting or administering Zuora and NetSuite (billing, subscriptions, and ERP), and the integration between them.
• Strong working knowledge of end-to-end Order-to-Cash processes and the systems that support them.
• Experience supporting New Product Introductions (NPIs) — setting up new products, SKUs, and rate plans in billing and ERP.
• Experience supporting financial close activities, including bank reconciliations and AR/cash sub-ledger to GL tie-outs.
• Experience with an ITSM tool and structured incident/problem/change management practices.
• Ability to read/write SQL and analyze data to investigate application and interface issues.

Nice To Haves

• Experience building automations with scripting, workflow platforms, or RPA tools, and applying AI/ML to support or finance operations.
• Experience acting as a senior/escalation resource within an IT applications support team.
• Familiarity with reconciliation or automation platforms (e.g., BlackLine, HighRadius) and payment/banking integrations.
• Exposure to integration technologies (APIs, middleware, file-based interfaces) and reporting/BI tools.
• ITIL certification and/or experience supporting SOX-controlled or audited financial applications.

Responsibilities

• Provide support for billing, O2C, and cash-reconciliation applications, owning complex incidents and escalations.
• Triage, investigate, and resolve application issues within agreed SLAs, performing root-cause analysis to prevent recurrence.
• Manage the incident, problem, and change lifecycle in the ITSM tool (e.g., ServiceNow, Jira), keeping tickets and documentation current.
• Coordinate with vendors and internal teams to resolve defects, raise support cases, and track fixes through to closure.
• Support the month-end billing run — monitoring billing jobs/batches, troubleshooting failures, and ensuring invoices generate completely and on time for close.
• Identify and build AI- and automation-driven solutions to reduce manual effort, accelerate issue resolution, and lower ticket volume.
• Apply automation (scripting, workflow tools, RPA) to repetitive support, configuration, and reconciliation tasks.
• Leverage AI tooling for intelligent ticket triage, root-cause analysis, anomaly detection, and knowledge-base assistance.
• Partner with Finance and IT to automate reconciliations, exception handling, and cash-application logic.
• Stay current on emerging AI and automation capabilities and champion their adoption across the supported application portfolio.
• Configure and maintain application settings supporting billing rules, pricing, order workflows, payment application, and reconciliation logic.
• Gather requirements from Finance stakeholders and translate them into configuration changes, enhancements, or functional specifications.
• Support testing (unit, SIT, UAT), deployments, and release cycles, including regression testing for patches and upgrades.
• Maintain technical and functional documentation, SOPs, and knowledge-base articles for the supported applications.
• Monitor and support integrations and interfaces between billing/O2C/cash systems and the ERP, banks, payment gateways, and data warehouse.
• Investigate data and interface failures (e.g., failed payment files, posting errors, reconciliation breaks) and drive timely resolution.
• Write and run queries/reports (e.g., SQL) to analyze issues, validate data, and support audit and month-end close activities.
• Partner with Finance to ensure system controls, automated reconciliations, and cash-application logic operate accurately and reliably.
• Act as a trusted point of contact between Enterprise IT and Finance Operations for the supported application portfolio.
• Identify automation, AI, configuration, and process-improvement opportunities to reduce manual effort and ticket volume.
• Support compliance, security, and audit requirements (e.g., access reviews, SOX-relevant controls) for in-scope applications.

Benefits

• Competitive base pay
• Benefits
• Equity (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree