OTC Customer Support Analyst

OTC Customer Support Analyst

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Excellent task prioritization and organizational skills with the ability to meet deadlines and succeed in a fast-paced environment.

A demonstrated track record of success and initiative with the ability work independently and collaboratively in a team environment, showing a desire to grow professionally to support current and future growth of ServiceNow.

A process improvement mindset with a desire to look for ways to increase efficiency and service while maintaining a 'big picture' perspective.

What you get to do in this role:

• Be responsible for tasks within the AR function & Order Processing, including, but not limited to Cash Collections, Dunning, Query Resolution and Reporting.
• Be responsible to analyse to determine Collections portfolio and understand Customer (internal/external) queries and respond with utmost Customer centric approach via telephone, email and letter.
• Be responsible to analyse to determine Order Processing process and understand Customer (internal/external) queries and respond with utmost Customer centric approach via telephone, email and letter.
• Assist in resolving customer claims/issues and engaging with the correct internal departments, including Sales and Sales Operations to ensure timely resolution in any customer dispute, with a strong focus on providing excellent customer service.
• Assist in maintaining relevant and accurate customer master records, while ensuring all internal controls and SOX policies are followed.
• Participate in AR /OP related projects, including UAT and system testing, with relevant teams in EMEA, APJ and US as the company continues to grow and develop.
• Actively participate in the Month End close, including completing reconciliations and other month end tasks, working closely with the broader Finance Department to ensure a successful and timely close.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Minimum 2 years of strong working knowledge of Order processing / Accounts Receivable processes, cash collection strategies and practices with the ability to enforce credit and collections policies and procedures.
• An excellent approach to teamwork within a fast-paced international business.
• MS Office proficiency.
• Strong attention to detail, is deadline-driven and has a willingness to get the job done.
• Strong communication skills, with appropriate style of communication to deal effectively with all levels within the customer's organization.