Senior Support Analyst (Computer Systems Analyst)

Zuora, Inc. seeks Senior Support Analyst (Computer Systems Analyst) will be responsible for analyzing business requirements to develop high-level technical solutions that support clients' implementation and use of Zuora's custom revenue recognition software solutions; troubleshooting and resolving application issues; and working to ensure functional systems integration, solution deployment, and providing ongoing technical solution support for Zuora's revenue recognition customers.

Specific job duties will include:

• Gather business solution platform requirements from key customer business stakeholders.
• Document and plan customized business software features based on requirements gathering process.
• Analyze upstream customer ERP system scenarios and transform into actionable recommendations across functions.
• Work with the technical development team internally within Zuora to build and test the proposed software solution.
• Review changes, test results, and custom solutions to ensure they meet customer expectations.
• Support solution deployment to final production of customized solutions.
• Provide customer support through post-implementation period including creating and carrying out a Conference Room Pilot and User Acceptance Testing, which is used to test client's use of Zuora's revenue recognition solution and see whether it meets business requirements.
• Work to resolve customer queries, taking or suggesting corrective actions for any deviations or exceptions in software processing.
• Work with customers to troubleshoot issues arising from Zuora's revenue solution in both the cloud and on-premise versions of the platform.
• Keep abreast of customer data with various upstream systems like - Oracle Ebiz, SAP, PeopleSoft, Zuora, NetSuite etc. to help facilitate an appropriate selection of application fixes for issue resolution.
• Track issues and coordinate fixes to software integration exceptions.
• Manage queries/concerns using the Zendesk tracking system and maintain momentum internally to bring them to closure. Engage in periodic communication with customers to keep them updated on progress, delays and alternate approaches.
• Contribute to Zuora's quality control department by providing pointers on areas missed by software tests, help in developing test beds (a method of testing a particular software module in an isolated fashion), and coordinate with customers to develop comprehensive test scenarios.
• Provide 24/7 technical support to customers during month-end, quarter and year-end financial closes on business-critical system issues.
• Review service support tickets on a day-to-day basis from Zendesk and allocate service support resources to meet customer expectations.
• Perform root-cause analysis to identify source of software issues using SQL Developer/ Toad tool and to determine how to prevent the issue in the future.
• Write software scripts using Toad in PL/SQL language to identify and restrict corrupt or inaccurate data from inbound systems that feed into the Revenue product.
• Help customers to change Zuora Revenue configurations, as needed, based on business changes and upstream system modifications.
• Work to improve Zuora's technical support services by sharing relevant technical, functional, and product knowledge, as well as pass on external customer feedback to internal teams to improve on user experience.
• Design and implement improved processes or operational standards.

Position requires a Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering,

Electronic Engineering, or Information Technology, and 5 years of experience as Computer systems analyst, software developer, or IT professional.

Special Skills or Other Requirements:

• 5 years of experience providing technical support to Enterprise Resource Planning (ERP) applications in the finance domain.
• 5 years of experience implementing accounting concepts around revenue recognition.
• 5 years of experience with Oracle ERP financial module and Oracle E-Business Suite (EBS) experience.
• 5 years of experience with PL/SQL, SQL, Java, XML and Toad technologies.

Job Location: Redwood City, CA

Rate of Pay: $89,128.00 - $154,577.25 per year

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