Business Systems Analyst

About the position

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. Our Information Technology (IT) team is Zuora's internal technology organization, responsible for creating technology experiences that connect our teams, drive business alignment and build a stronger, more collaborative work “place.” With a cloud-first approach, we empower our global ZEOs with increased productivity and self-service to enable company growth, scale, and flexibility while hardening our security and compliance posture. The Quote-to-Cash (Q2C) Applications team is responsible for our internal implementation of the full Zuora stack: CPQ, Billing, Revenue, and Collect/Payments. This position reports to the Q2C Applications Manager along with two business systems analysts. Additionally, there is indirect support by a mix of project managers, scrum masters, architects, and developers.

Responsibilities

• Support our internal Zuora application stack and users on our global Sales, Deal Desk, Billing Operations, Revenue, and Collections teams.
• Monitor SLAs, alerts, logs, and exception reports.
• Monitor ticketing queues.
• Troubleshoot problems through hands-on analysis.
• Recommend solutions.
• Communicate downtime and disruptions.
• Understand the data flows between Salesforce/CPQ/Billing/Revenue/NetSuite.
• Assist with data cleansing and data maintenance efforts.
• Provide L2/L3 support to Billing and Collections end-users.
• Ensure systems availability, especially during critical month-end processing.
• Plan for and respond to upgrades, outages, and other incidents.
• Configure and maintain applications, including product catalog price lists, pricing rules/matrices, approval criteria, and contract or invoice templates.
• Collaborate with Zuora IT SMEs on various projects to improve Quote-to-Cash operations and processes.
• Perform administrative functions including user management.
• Coordinate sandbox refreshes.
• Build and maintain documentation.
• Ensure SOX compliance by adhering to policies and procedures.
• Maintain data integrity within the applications.

Requirements

• 5+ years of relevant industry or consulting experience in the design, implementation, and maintenance of QTC/Subscription Management/Revenue Recognition systems, preferably at SaaS companies.
• Demonstrated experience and expertise with Zuora Billing (technical and functional).
• Expertise with Zuora Workflows and Zuora Billing APIs is a MUST.
• A self-starter with the ability to work independently.
• Strong English communication skills, with ability to communicate with business users of varying levels of technical expertise.
• Experience with Quote-to-Cash processes at SaaS companies.
• Must be customer-focused and work effectively with cross-functional teams.
• A growth mindset and desire to stay up-to-date with our products and features.
• Experience with Agile methodologies and scrum.
• Experience promoting changes across development, test, and production environments.

Nice-to-haves

• Zuora Administrator certification.
• Salesforce (Lightning) experience.
• Salesforce Administrator certification.
• Experience with application integrations and data validation.
• Previous experience with ZOQL queries and Zuora API.
• At least basic understanding of spreadsheet functions such as: IF, VLOOKUP, Index, Pivot Tables etc.
• Experience with Jira & Confluence.
• Experience with Avalara, NetSuite & payment gateways.
• Familiarity with accounting, especially GAAP & ASC 606 knowledge.
• Experience working with a global team across multiple time zones.

Benefits

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs.
• Medical, dental and vision insurance.
• Generous, flexible time off.
• Paid holidays, 'wellness' days and company wide end of year break.
• 6 months fully paid parental leave.
• Learning & Development stipend.
• Opportunities to volunteer and give back, including charitable donation match.
• Free resources and support for your mental wellbeing.