IT Applications Support Analyst - Order to Cash

<div class="content-intro"><p style="line-height: 1.2;">&nbsp;</p> <hr> <p><strong>About Gusto</strong></p> <p>At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.</p> <p>&nbsp;<br>All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> <u>Total Rewards philosophy</u></a>.</p> <p>&nbsp;<br>AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.</p></div><h3><strong>About the Role</strong></h3> <p>As part of the Enterprise IT Applications team, the IT Applications Support Analyst owns the day-to-day support, configuration, and continuous improvement of the enterprise applications that power Billing, Order-to-Cash (O2C), and Cash Reconciliation. This role keeps these business-critical finance systems running reliably — troubleshooting incidents, fulfilling change requests, and partnering with Finance stakeholders to translate business needs into well-supported application solutions.</p> <p>A core focus of this role is applying AI and automation to modernize how finance applications are supported. You'll look for opportunities to automate manual processes, reduce ticket volume through self-service and intelligent tooling, and leverage AI-driven approaches to triage, analysis, and reconciliation. You'll act as a subject-matter expert on the billing and cash application landscape, including the integrations that connect these systems to the wider ERP and data ecosystem.</p> <h3><strong>Here's what you'll do day-to-day</strong></h3> <p><strong>Application Support &amp; Incident Management</strong></p> <ul> <li>Provide support for billing, O2C, and cash-reconciliation applications, owning complex incidents and escalations.</li> <li>Triage, investigate, and resolve application issues within agreed SLAs, performing root-cause analysis to prevent recurrence.</li> <li>Manage the incident, problem, and change lifecycle in the ITSM tool (e.g., ServiceNow, Jira), keeping tickets and documentation current.</li> <li>Coordinate with vendors and internal teams to resolve defects, raise support cases, and track fixes through to closure.</li> <li>Support the month-end billing run — monitoring billing jobs/batches, troubleshooting failures, and ensuring invoices generate completely and on time for close.</li> </ul> <p><strong>AI &amp; Automation</strong></p> <ul> <li>Identify and build AI- and automation-driven solutions to reduce manual effort, accelerate issue resolution, and lower ticket volume.</li> <li>Apply automation (scripting, workflow tools, RPA) to repetitive support, configuration, and reconciliation tasks.</li> <li>Leverage AI tooling for intelligent ticket triage, root-cause analysis, anomaly detection, and knowledge-base assistance.</li> <li>Partner with Finance and IT to automate reconciliations, exception handling, and cash-application logic.</li> <li>Stay current on emerging AI and automation capabilities and champion their adoption across the supported application portfolio.</li> </ul> <p><strong>Configuration, Enhancements &amp; Releases</strong></p> <ul> <li>Configure and maintain application settings supporting billing rules, pricing, order workflows, payment application, and reconciliation logic.</li> <li>Gather requirements from Finance stakeholders and translate them into configuration changes, enhancements, or functional specifications.</li> <li>Support testing (unit, SIT, UAT), deployments, and release cycles, including regression testing for patches and upgrades.</li> <li>Maintain technical and functional documentation, SOPs, and knowledge-base articles for the supported applications.</li> </ul> <p><strong>Integrations, Data &amp; Reconciliation Support</strong></p> <ul> <li>Monitor and support integrations and interfaces between billing/O2C/cash systems and the ERP, banks, payment gateways, and data warehouse.</li> <li>Investigate data and interface failures (e.g., failed payment files, posting errors, reconciliation breaks) and drive timely resolution.</li> <li>Write and run queries/reports (e.g., SQL) to analyze issues, validate data, and support audit and month-end close activities.</li> <li>Partner with Finance to ensure system controls, automated reconciliations, and cash-application logic operate accurately and reliably.</li> </ul> <p><strong>Stakeholder &amp; Continuous Improvement</strong></p> <ul> <li>Act as a trusted point of contact between Enterprise IT and Finance Operations for the supported application portfolio.</li> <li>Identify automation, AI, configuration, and process-improvement opportunities to reduce manual effort and ticket volume.</li> <li>Support compliance, security, and audit requirements (e.g., access reviews, SOX-relevant controls) for in-scope applications.</li> </ul> <h3><strong>Here's what we're looking for</strong></h3> <ul> <li>Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field — or equivalent practical experience.</li> <li>8–12 years of experience supporting enterprise/finance applications, ideally within billing, O2C, AR, or cash-reconciliation domains.</li> <li>Demonstrated experience applying AI and/or automation to streamline support, operations, or finance processes.</li> <li>Hands-on experience supporting or administering Zuora and NetSuite (billing, subscriptions, and ERP), and the integration between them.</li> <li>Strong working knowledge of end-to-end Order-to-Cash processes and the systems that support them.</li> <li>Experience supporting New Product Introductions (NPIs) — setting up new products, SKUs, and rate plans in billing and ERP.</li> <li>Experience supporting financial close activities, including bank reconciliations and AR/cash sub-ledger to GL tie-outs.</li> <li>Experience with an ITSM tool and structured incident/problem/change management practices.</li> <li>Ability to read/write SQL and analyze data to investigate application and interface issues.</li> </ul> <h3><strong>Nice to haves</strong></h3> <ul> <li>Experience building automations with scripting, workflow platforms, or RPA tools, and applying AI/ML to support or finance operations.</li> <li>Experience acting as a senior/escalation resource within an IT applications support team.</li> <li>Familiarity with reconciliation or automation platforms (e.g., BlackLine, HighRadius) and payment/