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Order Processing Analyst

| San Diego, CA | Hybrid
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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

Position:
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 utilizes problem solving and project management skills in coordination with organizational 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 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, 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 analyze order operational reports to calculate and compile metrics to track performance activities and KPIs as well as reports for management.
  • Identify opportunities for improvement within the quote-to-cash process that improves service, speed, or cost to optimize the order lifecycle.
  • Participate and contribute to new process releases and system enhancements by testing and providing operational insight.
  • Investigate, follow up, and provide creative solutions to resolve any errors or issues on orders with internal teams while balancing financial and legal compliances with customer needs, and implementing corrective actions.


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 organization 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 organization.
  • 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.
  • Organized 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 analyze 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.


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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [email protected] 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.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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