Sr. Business Systems Analyst/Product Owner (Billing Operations)

Role Overview:

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.

Responsibilities:

• 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.

Required Qualifications:

• 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.