IT Applications Support Analyst - Order to Cash

About the Role

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.

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.

Here's what you'll do day-to-day

Application Support & Incident Management

• Provide support for billing, O2C, and cash-reconciliation applications, owning complex incidents and escalations.
• Triage, investigate, and resolve application issues within agreed SLAs, performing root-cause analysis to prevent recurrence.
• Manage the incident, problem, and change lifecycle in the ITSM tool (e.g., ServiceNow, Jira), keeping tickets and documentation current.
• Coordinate with vendors and internal teams to resolve defects, raise support cases, and track fixes through to closure.
• Support the month-end billing run — monitoring billing jobs/batches, troubleshooting failures, and ensuring invoices generate completely and on time for close.

AI & Automation

• Identify and build AI- and automation-driven solutions to reduce manual effort, accelerate issue resolution, and lower ticket volume.
• Apply automation (scripting, workflow tools, RPA) to repetitive support, configuration, and reconciliation tasks.
• Leverage AI tooling for intelligent ticket triage, root-cause analysis, anomaly detection, and knowledge-base assistance.
• Partner with Finance and IT to automate reconciliations, exception handling, and cash-application logic.
• Stay current on emerging AI and automation capabilities and champion their adoption across the supported application portfolio.

Configuration, Enhancements & Releases

• Configure and maintain application settings supporting billing rules, pricing, order workflows, payment application, and reconciliation logic.
• Gather requirements from Finance stakeholders and