Sr. Business Systems Analyst

We are seeking a hybrid Sr. Business Systems Analyst / Product Owner to drive the development and support of our billing operations ecosystem. In this role, you will bridge the gap between finance operations, engineering, and product teams-owning the backlog for ServiceNow capabilities, integration support, and workflow monitoring.

This is a build + support environment. You will be just as comfortable writing user stories for a new self-service feature as you are triaging a production workflow issue impacting monthly billing.

Key Areas Of Ownership

• ServiceNow & Self-Service: Own the requirements and delivery of SNOW-based self-service capabilities for billing inquiries, adjustments, and account management.
• Integration Support: Define and monitor integration between ServiceNow, billing systems (e.g., Zuora, NetSuite, Stripe), and CRM platforms. Troubleshoot data hand-offs.
• Workflow Monitoring & Enhancements: Continuously improve automated billing workflows-reduce manual touchpoints, resolve exceptions, and enhance visibility into processing failures.
• Build/Support Balance: Operate in a fast-paced environment where you will lead new feature development while triaging daily operational support requests.

• Act as the Product Owner for the billing operations squad: manage backlog, write acceptance criteria, and lead sprint planning.
• Serve as the Sr. BSA for complex workflows: elicit requirements from billing/ops stakeholders, map current/future state processes, and document integration logic.
• Monitor workflow telemetry (error logs, stuck jobs, rejection queues) and translate patterns into backlog enhancements.
• Partner with finance teams to ensure compliance, auditability, and accuracy of billing calculations and adjustments.
• Support integration troubleshooting between ServiceNow, ERP, and payment gateways (e.g., analyze API payload failures, field mappings, or transformation errors).
• Lead incident triage for billing workflow failures, performing root cause analysis and driving permanent fixes.

• 5+ years as a Business Systems Analyst, Product Owner, or similar hybrid role.
• Hybrid BSA/PO experience: You have owned a backlog and written detailed user stories for technical workflows (not just UI features).
• Hands-on ServiceNow experience: You have configured or supported workflows, service catalogs, or integration modules in SNOW (ITSM/CSM/TSM).
• Billing/finance systems background: You understand invoicing, payment processing, adjustments, reconciliations, or subscription lifecycle.
• Workflow-driven mindset: Experience with monitoring, alerting, and enhancing automated workflows (e.g., using Splunk, SNOW Flow Designer, or similar).
• Fast-paced & build/support environment: You are comfortable context-switching between new feature delivery and production support within the same day.