Business Systems Analyst

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

THE TEAM

Our Information Technology (IT) team is Zuora’s internal technology organization, responsible for creating technology experiences that connect our teams, drive business alignment and build a stronger, more collaborative work “place.” With a cloud-first approach, we empower our global ZEOs with increased productivity and self-service to enable company growth, scale, and flexibility while hardening our security and compliance posture.

The Quote-to-Cash (Q2C) Applications team is responsible for our internal implementation of the full Zuora stack: CPQ, Billing, Revenue, and Collect/Payments. This position reports to the Q2C Applications Manager along with two business systems analysts. Additionally, there is indirect support by a mix of project managers, scrum masters, architects, and developers.

THE OPPORTUNITY / YOUR MISSION

The Zuora Billing Administrator will support our internal Zuora application stack–yes, we proudly use our own products!–and users on our global Sales, Deal Desk, Billing Operations, Revenue, and Collections teams.

OUR TECH STACK: You will be primarily responsible for our internal implementation and administration of Zuora Billing but will also be involved in day to day ops of Zuora Revenue, Zuora Collect, Avalara, payment gateways, and related integrations. Other relevant tools you might interact with include Salesforce, Zuora CPQ, FinancialForce, NetSuite, Google Workspace, Slack, and Lucidchart.

WHAT YOU’LL ACHIEVE:

• Within the first 30 days, you will: 
• Get acquainted with Zuora, your team, and cross-functional stakeholders inside and outside of IT. You will begin to build trust with them and understand the nuances of each of their teams and processes.
• Review and refine your onboarding plan with your manager, clearly defining your objectives together along with the resources/support needed to make you and your team successful. 
• Understand how your work fits into the overall strategy and what is needed from you to positively contribute to that strategy. 
• Familiarize yourself with our tech stack and overall environment, focusing on Billing and collections processes and applications.
• Understand your overall responsibilities and current priorities.
• By 90 days, you will: 
  • Monitor SLAs, alerts, logs, and exception reports
  • Monitor ticketing queues
  • Troubleshoot problems through hands-on analysis 
  • Recommend solutions
  • Communicate downtime and disruptions
  • Understand the data flows between Salesforce/CPQ/Billing/Revenue/NetSuite
  • Assist with data cleansing and data maintenance efforts
• Continue building on all of the above.
• Be generally responsible for our production environment.
• Provide L2/L3 support to Billing and Collections end-users with Quoting, Billing, Revenue, and Collect/Payments questions, requests, incidents, and problems
• Ensure systems availability, especially during critical month-end processing
• Plan for- and respond to- upgrades, outages, and other incidents
• Configure and maintain applications, including product catalog price lists, pricing rules/matrices, approval criteria, and contract or invoice templates based on solution design specifications
• Collaborate with Zuora IT SMEs on various projects to improve Quote-to-Cash operations and processes. This could include assistance with the design, implementation, testing, and deployment of new functionality.
• Perform administrative functions including user management
• Coordinate sandbox refreshes
• Build and maintain documentation
• Ensure SOX compliance by adhering to policies and procedures
• Maintain data integrity within the applications

What we’re looking for:

• 5+ years of relevant industry or consulting experience in the design, implementation, and maintenance of QTC/Subscription Management/Revenue Recognition systems, preferably at SaaS companies
• Demonstrated experience and expertise with Zuora Billing (technical and functional). Knowledge of Revenue, Payments and/or CPQ products would be added advantage
• Expertise with Zuora Workflows and Zuora Billing APIs is a MUST as you would be heavily involved in these areas
• A self-starter with the ability to work independently
• Strong English communication skills, with ability to communicate with business users of varying levels of technical expertise
• Experience with Quote-to-Cash processes at SaaS companies
• Must be customer-focused and work effectively with cross-functional teams
• A growth mindset and desire to stay up-to-date with our products and features
• Experience with Agile methodologies and scrum
• Experience promoting changes across development, test, and production environments
• As we are a global company and support users across multiple time zones, you may be asked to work ‘on-call’ or on a rotational shift basis. This could include weekends, but typically only during quarter-ends. 

A plus if you have:

• Zuora Administrator certification
• Salesforce (Lightning) experience
• Salesforce Administrator certification
• Experience with application integrations and data validation 
• Previous experience with ZOQL queries and Zuora API
• At least basic understanding of spreadsheet functions such as: IF, VLOOKUP, Index, Pivot Tables etc.
• Experience with Jira & Confluence
• Experience with Avalara, NetSuite & payment gateways
• Familiarity with accounting, especially GAAP & ASC 606 knowledge
• Experience working with a global team across multiple time zones

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com.