Order Operations Analyst, Support And Backlog Management

Order Operations Analyst

At Palo Alto Networks, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. As a member of our team, you will be shaping the future of cybersecurity.

As an Order Operations Analyst at Palo Alto Networks, you will play a key role within our Order Operations department, ensuring the accurate and timely processing of customer purchase orders. You will handle a high volume of orders, collaborating with internal and external teams to manage the booking, fulfillment, and tracking of orders in our ERP system. Your role requires incredible attention to detail, the ability to work both independently and as part of a team, and a strong desire to learn and adapt to rapidly evolving business needs. You will report to a manager in our Santa Clara headquarters and may be required to work extended hours during peak periods at the end of months and fiscal quarters.

Your impact will include:

• Order Processing and Management: Process a high volume of sales orders, ensuring precise data entry into the CRM and cross-checking with the ERP system. Review and manage purchase orders from distributors and resellers to ensure they align with approved quotes, contract terms, and revenue recognition policies. Process return-to-vendor transactions, RMAs, and credit/debit requests.
• Customer and Internal Support: Manage cases via ServiceNow, addressing order inquiries and clearing backlogs in a timely manner. Respond to customer inquiries related to authorization codes, invoices, order summaries, and packing slips. Collaborate with sales teams, Deal Desk, and Sales Ops to resolve order-related issues, pricing matters, and escalations. Escalate complex cases to business partners such as IAD and IT for further assistance.
• Backlog and Discrepancy Resolution: Monitor and reconcile open backlog daily. Resolve cases of missing products, incorrect SKUs, or serial number discrepancies with Contract Manufacturer partners. Address and resolve renewal failures. Align expiration dates between quotes and SAP.
• Coordination and Compliance: Track and communicate order status, shipment details, and delivery updates to internal and external stakeholders. Liaise with the Trade, Backlog Management, and Logistics teams to provide accurate shipment and compliance documentation. Ensure all purchase orders meet company compliance and licensing terms.
• Operational Efficiency: Assist with processing standard revenue orders during high-volume periods, such as month and quarter ends. Participate in projects that drive process improvements and support team and company goals. Create and update process documentation related to daily activities.

Your experience should include:

• 2-3 years of experience in Sales Operations, Order Management, or Order Fulfillment, with a focus on both hardware and software orders.
• Strong knowledge of ERP systems (SAP preferred), CRM platforms (Salesforce preferred), and a solid understanding of general order fulfillment, revenue recognition, and shipping practices.
• Experience with Google Suite, Microsoft Excel, ServiceNow, Tableau, and pivot tables is highly desirable. Experience with AI tools for data analysis and visualization is a plus.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet tight deadlines in a fast-paced environment.
• Exceptional communication skills, both written and verbal, with the ability to work effectively with cross-functional teams and external partners.
• Flexible and adaptable, willing to work extended hours during peak periods, and open to learning new systems and processes as the business evolves.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $68,000/YR - $110,000/YR. The offered compensation may also include restricted stock units and a bonus.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.