OTC Customer Support Analyst

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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.

To be successful in this role you have

FD21

Responsibilities

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.

Requirements

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.