Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Senior Analyst, Order Management (OM) Assurance
Location: Hybrid (Flexible)
Department: Order Management
Reports To: Senior Manager, Order Management Assurance
Employment Type: Full-time
Job Summary
We are seeking a Senior Analyst to join our Order Management Assurance team. In this role, you will be a key contributor to ensuring the accuracy, efficiency, and scalability of the order management lifecycle. You will drive operational and internal control efficiency and effectiveness through monitoring reporting, analytics, reconciliations, and month/quarter-end close support.
As a trusted partner across Commercial Experience, Revenue Accounting, Customer Success, and other teams, you will play a critical role in standardizing processes, strengthening internal controls, and delivering insights that enable accurate and timely order processing and billing.
Key Responsibilities
Analytics & Process Optimization
Analyze operational data to identify process gaps, inefficiencies, and improvement opportunities.
Provide actionable recommendations to streamline workflows and enhance order and billing accuracy.
Collaborate with cross-functional stakeholders to align on process and system improvement initiatives.
Participate in User Acceptance Testing (UAT) for system enhancements and contribute to ongoing optimization efforts.
System Reconciliations & Compliance
Perform reconciliations across multiple systems (e.g., Salesforce, Zuora, Workday) to ensure booking, billing, and revenue accuracy.
Monitor and maintain dashboards for pending orders, credit memos, invoice values, contractual credits, and related items.
Investigate and resolve discrepancies to maintain data integrity across order management processes.
Support financial audits and internal controls by preparing reconciliations, monitoring reports, and related documentation
Month-End and Quarter-End Close Support
Coordinate and execute Order Management activities during month- and quarter-end close.
Oversee checklist processes and ensure deadlines are met with accuracy and completeness.
Partner with Finance, Revenue, and Order Management leaders to ensure timely and accurate reporting.
Qualifications & Skills:
Experience and Skills
- Minimum of 5 years in operational assurance, audit, QA, or related functions within finance, revenue operations, or order management with a strong background in internal controls and risk management.
- Bachelor’s degree required; Accounting / Finance concentration preferred.
- Familiarity with SaaS a strong plus.
- Strong analytical and reconciliation skills with advanced proficiency in Excel, Tableau and other reporting tools and dashboards
- Experience with the use AI/automation tools a strong plus
- Ability to interpret and manipulate large data sets for analysis and reporting.
- Experience with Salesforce, Zuora Billing, and/or Workday preferred
Competencies
- Exceptional attention to detail with strong problem-solving abilities.
- Strong written and verbal communication skills
- Ability to work independently, prioritize effectively, and thrive in a fast-paced environment (virtual/global), particularly during peak close cycles (month-end, quarter-end)
- Demonstrated ability to document and improve Standard Operating Procedures (SOPs)
- Ability to work core business hours aligned with the North American Eastern Time Zone
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#LI-Hybrid
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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