# IT Applications Support Analyst - Order to Cash

**Company**: Gusto
**Location**: San Francisco, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $169,000-189,000
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gusto/jobs/8039570?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3a8e60d8-838

## Description

## About the Role

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.

## Responsibilities

### Application Support & Incident Management

- 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, 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.

### AI & Automation

- Identify and build AI- and automation-driven solutions to reduce manual effort, accelerate issue resolution, and lower ticket volume.

- Apply automation 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.

### Configuration, Enhancements & Releases

- 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, 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.

### Integrations, Data & Reconciliation Support

- 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 and drive timely resolution.

- Write and run queries/reports 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.

### Stakeholder & Continuous Improvement

- 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 for in-scope applications.

## 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, and the integration between them.

- Strong working knowledge of end-to-end Order-to-Cash processes and the systems that support them.

## 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 and payment/banking integrations.

- Exposure to integration technologies and reporting/BI tools.

- ITIL certification and/or experience supporting SOX-controlled or audited financial applications.

## Benefits

- Competitive base pay

- Benefits

- Equity (RSUs)

- Work-from-office expectations: 2-3 days per week

## Skills

### Required
- AI
- Automation
- Zuora
- NetSuite
- SQL
- ITSM
- ServiceNow
- Jira

### Nice to have
- Scripting
- RPA
- Workflow platforms
- Integration technologies
- Reporting/BI tools
- ITIL certification

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/8039570?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)