Application Support Analyst - O2C

Position Summary:

We are seeking an experienced Application Support Analyst to oversee Production Operations and Service Delivery for Order to Cash (O2C) systems and critical enterprise/legacy applications across US and Canada. This role ensures the reliability, stability, and performance of applications supporting billing, invoicing, collections, and other financial processes, while leading cross-functional teams and managing vendor relationships.

The successful candidate will have a strong background in both technical operations and financial systems, ensuring seamless support across platforms such as Siebel CRM, Oracle EBS, OBIA, Cognos Reporting, TeraData, PeopleSoft, Mainframe systems, and other legacy and cloud-based applications in hybrid environments (Azure, on-prem, mainframe, and distributed platforms).

Key Responsibilities:

Operational & Application Support

• Lead end-to-end production operations for Order to Cash systems and enterprise legacy applications (XTRC, XCL).
• Oversee daily support for platforms including:
• Oracle EBS (Service Contracts, Billing and Presentment)
• Siebel CRM, OBIA, Cognos, Collections
• FAS Billing Tool, Lockbox, Hadius (ACH payments), PeopleSoft, iProcurement, RFP systems
• Mainframe Finance, Oracle Legacy Applications, TeraData
• Ensure accurate and timely processing of billing, invoicing, collections, and financial reporting, especially for Yearly Launch and Restatement processes.

Governance, Compliance & SLA Management

• Act as the Production Gatekeeper for all changes, releases, and deployments, ensuring production readiness.
• Manage incident, problem, and change management processes using ITSM tools (e.g., ServiceNow).
• Define, monitor, and report on SLA/CPI/KPI metrics, driving performance improvements across internal teams and third-party vendors.
• Ensure full compliance with IT governance, security, and audit standards.

Vendor & Stakeholder Management

• Lead coordination across internal IT, business units, and multiple service providers.
• Manage vendor relationships and software portfolios, ensuring contractual and service obligations are met.
• Collaborate with Finance and business stakeholders to capture requirements, address service gaps, and implement process enhancements.

Leadership & Continuous Improvement

• Drive operational readiness and support for system upgrades, integrations, and application modernization initiatives.
• Resolve high-priority incidents impacting critical financial or business systems, including cross-platform issues (e.g., mainframe to cloud).
• Promote a culture of continuous service improvement and innovation in service delivery.
• Lead, coach, and mentor technical teams, fostering collaboration and excellence in a high-pressure, revenue-critical environment.

Qualifications & Expertise:

• Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).
• 10+ years of IT Service Delivery or Application Support experience
• Proven expertise in managing enterprise and legacy applications across Windows, Linux (Solaris/RedHat), Mainframe, Azure hybrid environments.
• Deep experience with Siebel CRM, Oracle EBS, OBIA, Collections, Cognos, TeraData, Mainframe Finance, and related tools.
• Strong understanding of Order to Cash (O2C) business processes and financial operations.
• Solid background in application development, integration, and database technologies (Oracle, SQL/PLSQL).
• Familiarity with ITIL practices; ITIL certification is a plus.
• Strong vendor management, SLA governance, and incident/problem management expertise.
• Excellent communication, leadership, and stakeholder engagement skills in global, multi-vendor environments.

Preferred Tools & Technologies:

• ServiceNow or other ITSM platforms
• Oracle EBS, Siebel CRM
• Mainframe (z/OS), Solaris, RedHat
• SQL/PLSQL, Cognos, OBIA, TeraData
• PeopleSoft, iProcurement, Lockbox, Hadius