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Order Processing Analyst

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

The scope of work includes working with Regional Sales Operations, Legal, Finance, and other internal teams to execute the order lifecycle process (order processing, sales contract management and provisioning) to meet company financial and legal requirements as well as processing deadlines. This role also utilises problem-solving and project management skills in coordination with organisational and relational abilities to promote operational excellence, customer service, and teamwork.

What you get to do in this role:  

  • Review and validate order and sales contract information sources (order forms, agreements, POs, approvals) for completeness and accuracy in accordance to processing SLAs and booking policies.
  • Ensure accuracy of booked orders regarding the order, sales contract and sales account data in the CRM and ERP systems.
  • Facilitate provisioning of new accounts and or services and work with Operations to investigate and resolve any provisioning issues.
  • Provide operational support to sales and other teams with regards to the order lifecycle.
  • Collaborate with Sales and other internal teams (Finance, Legal, Operations, IT) to resolve day-to-day issues and improve processes in order to exceed operational and performance goals.
  • Ensure data maintenance and integrity by supporting ad hoc requests to reconcile and or update any order, sales contract, or sales account data discrepancies.
  • Support period close activities by reviewing booking and open provisioning reports and working with Sales, A/R and or Operations to reconcile any discrepancies related to order information and or provisioning.
  • Generate, maintain, and analyse order operational reports to calculate and compile metrics to track performance activities and KPIs as well as reports for management.
  • Investigate and identify opportunities for improvement within the quote-to-cash process that improves service, speed, or cost to optimise the order lifecycle.
  • Participate and contribute to new process releases and system enhancements by testing and providing operational insight.

Qualifications

To be successful in this role you have:

  • 2-4 years relevant order and sales contract operations experience including quote and sales order processing, sales contract management, and opportunity management, with increasing levels of responsibilities (preferably in a software and or SaaS (Software-As-A-Service) sales organisation OR 2-4 years relevant finance and/or accounts receivable experience including order processing and release for billings, contract evaluation and account reconciliation with increasing levels of responsibilities (preferably in a software and or SaaS (Software-As-A-Service) sales organisation.
  • Prior experience with CRM/ERP tools and systems.
  • Familiarity with the end-to-end quote to cash cycle.
  • Familiarity with maintaining and operating SOX controls, Internal Audit and evaluating financial documents preferred
  • Proficiency in Microsoft Office suite; Excel, Word, and PowerPoint, required.
  • Experience with Visio or other process flow application and in DocuSign or other document signing application a plus.
  • BA/BS or equivalent 4-year degree preferred.
  • Highly motivated results driven self-starter and enthusiastic team player, able to work independently or on a team in a fast paced dynamic environment with minimal direction.
  • Obsessed with attention to details, processes, systems, and a drive to resolve issues.
  • Able to adapt with a positive attitude to different training approaches, not structured versus structured, and effectively retain and apply information and direction to execute tasks at hand.
  • Highly focused; able to execute on one-off projects as well as on routine tasks.
  • Organised with excellent time management skills and ability to balance multiple responsibilities and meet necessary deadlines with limited supervision.
  • Strong analytical skills and thorough research skills with outstanding follow-through.
  • Ability to analyse data, challenge and improve processes, and be an effective change agent.
  • Exceptional listening, interpersonal, and strong communication skills, both written and verbal.
  • Well-developed problem solving skills and ability to work across various functional teams to evaluate, prioritize, and address key issues.
  • Demonstrate passion for serving our customers with a relentless attention to detail and dedication to providing the highest level of customer service.

 

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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 talent.acquisition@servicenow.com 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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