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Accounts Payable Operations Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

This role will report to the Sr. Manager with responsibility of process excellence related to Global Accounts Payable operations which includes, Managing Invoice Operations, Tax and Statutory compliance, Customer Service, Cross-functional responsibilities and Change Management Projects with IT, Merger & Acquisitions, Product Management team. The position will work closely with the teams managing upstream and downstream processes to provide best in class results and desired outcomes.

The successful candidate is expected pay attention to details with deep knowledge of End-to-End Accounts Payable Process who can relate the dependencies around Procurement, Vendor Setup etc.,   US 1099 and 1042 filings, Global Tax compliance, and SOX controls, highly self-motivated and innovative, with proven experience in successfully supporting the Global Accounts Payable projects, quality, and excellent service delivery with actionable business insights. 

What you get to do in this role:  

  • Manage Global AP operations that includes but not limited to AP Customer Service, Invoice Processing, Aged items clearing, Duplicate Invoice tracking, unposted invoice restoration, highlight any system issues.
  • Team management with periodic growth and training opportunities to the team.
  • Major focus to automate manual activities withing AP functions.
  • First point of contact for any escalations, process challenges and system issues.
  • AP Customer Service: Track all internal and external queries, ensure those are actioned promptly as per agreed SLA by maintaining high quality resolution and customer satisfaction.
  • Conduct regular internal and external surveys to check the pulse on customer satisfaction. Take the feedback, identify scope for improvements and put action plan to drive efficiency.
  • Accountable for service delivery against agreed and evolving KPI’s and SLA’s.
  • Participate in projects, UATs, with a continued focus to bring process improvements within AP operations.
  • Track all pending or future enhancements and work with Insights team to prioritize and get the open items resolved.
  • Support strategic and cross functional initiatives and projects to meet desired results.
  • Consolidate business needs and suggest best in class recommendations.
  • Collaborate and partner with cross functional teams, business owners and global colleagues to identify and implement options to improve the systems and quality.
  • Communicating and coordinating cross functionally to implement appropriate solutions.
  • Update and ensure adherence to the AP policies, procedures, SOX controls / GRC, government and/or legal requirements.
  • Flexible to work in various shifts (including night shift) as per business requirements is a must.


To be successful in this role you have:

  • Bachelor’s Degree and 12+ years of experience.
  • Extensive knowledge of SAP required.
  • Knowledge of P2P functions, general accounting practices, and SOX requirements required
  • Aspire to deliver an exceptional customer service and process excellence.
  • A focus on innovation and continuous improvement.
  • Business Partnership, build relationships and trust, share ideas, and work collaboratively.
  • Knowledge of P2P practices across all systems.
  • Superb attention to details and accuracy.
  • Excellent interpersonal skills, an inquisitive mind, and the ability to work effectively with multiple, cross-functional stakeholders.
  • Strong analytical skills and a critical thinker; must have the ability to use excellent judgment and resolve issues with dexterity and effective decision making.
  • Excellent communications skills: written, verbal, and presentation.
  • Results oriented: the ideal candidate must be result-driven and must thrive in a fast-paced, dynamic environment.
  • Ability to operate successfully across diverse geographical locations and cultures.
  • High level of self-motivation, leadership, and a positive attitude.
  • Advanced proficiency with Microsoft tools (Excel, Outlook, Word, Visio, PowerPoint) required.



Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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