Job Location: Philadelphia, PA
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Job Description
Team
Come join the Customer Outcomes Operational Excellence team, and work with a talented group of Operational Experts. We are focused on partnering with the Customer Outcomes organization to ensure they have the business processes, technology and analytics capabilities required to deliver amazing customer experiences.
Role
The Business Operations Analyst is a critically important role, enabling Customer Outcomes to work most effectively with its internal and external stakeholders and fulfill their commitments to ServiceNow and its customers. The position is a facilitative role that requires a combination of focus and flexibility, as well as a willingness to play an active, behind-the-scenes role.
This position will report to the Manager, Customer Outcomes Operational Excellence. It encompasses several critical responsibilities:
- Responsible for helping drive Month End Process (invoicing, timesheets, partner work orders and extensions) for AMS Customer Outcomes
- Work with Services Engagement Managers and Delivery Managers to ensure both deployment records and related billing are up to date and accurate
- Work with partners and Services field personnel to meet monthly billing deadlines
- Handle/correct errors with Accounts Receivable, Accounting, Procurement, and any other related finance entity prior to monthly interface of Timesheets to PS Accounting
- Research and resolve all Services billing discrepancies in monthly SAP integration interface requiring effective and efficient interaction with PS Accounting, Procurement and Services Delivery teams
- Perform as a liaison between Engagement Managers and Accounts Payable in assisting with partner Invoicing and Timesheets reconciliation
- Assist Resource Managers and Engagement Managers with work orders, follow-up on approvals, purchase requisitions and purchase orders for partners
- Work with Partners, Procurement, Supplier Enablement and Finance to get new partners set up
- Work closely with Customer Outcomes Accounting and Finance – share knowledge and develop new processes for partners and internal accounting issues
- Monitor Work at Risk and report issues to senior management
- Monitor and update Projects for best practice adherence – end date, resource hours, survey contacts, etc
- Build reports to show specific data as determined by senior management
- Administer PS Automation tool (OpenAir)
- Update Project and related financial billing rules
- Drive the continuous improvements of CO processes on Surf, OpenAir and SAP Partner with the global business owners to address process improvement and drive efficiency
- Serve as the “first line of defense” to answer questions related to customer outcomes processes, reporting and systems
- Become a trusted subject matter expert on how our internal systems work and relate to one another to manage, prioritize, and respond to ad-hoc requests from a large and diverse group of individuals in a timely manner
Qualifications
To be successful in this role, we need someone who has:
- 2-3 years combined experience in the areas of operations
- Experience with OpenAir and SAP highly desirable
- Handles self with highest level of professionalism in all communications.
- High energy with the capability to multi‐task in a dynamic, rapidly growing organization
- Excellent English speaking and writing skills
- Highly data-driven, analytical mindset and great attention to detail
- Strong teamwork, interpersonal skills, and a customer service mindset
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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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.
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