Order Management Senior Analyst

Genesys Cloud Services, Inc.; Bogotá; Presencial; COP 90.000.000 - 150.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs for员工及家属

Descripción de la vacante

Genesys Cloud Services, Inc. seeks a Senior Analyst in Americas Order Management to manage complex orders, billing transactions, and credit memos with accuracy and SOX compliance. Drive end-to-end order lifecycle improvements and partner with Sales, Finance, and Revenue Ops across the Americas.

The role supports month-, quarter-, and year-end close activities while ensuring top-notch customer experience and operational excellence. Requires English CV and strong cross-team coordination.

Formación

• Must have 3+ years in Order Management or related field in SaaS/tech.
• Solid grasp of Quote-to-Cash, revenue recognition, and accounting basics.
• Experience with enterprise platforms (Salesforce/Workday/Zuora).
• Strong analytical, organizational, and communication skills.
• Capable of multi-tasking and supporting extended close periods.

Responsabilidades

• Review and validate complex customer and partner orders and related docs.
• Process orders, billing transactions, invoices and credit memos accurately.
• Serve as SME for order/billing inquiries and cross-functional collaboration.
• Support month-, quarter-, and year-end close activities and deadlines.
• Ensure compliance with SOX and internal order management procedures.
• Maintain documentation per record retention and audit requirements.
• Identify gaps via root cause analysis and drive improvements.
• Assist onboarding, training, and knowledge sharing across teams.
• Leverage AI-enabled tools to improve order processing quality.

Conocimientos

3+ years experience in Order Mgt (SaaS

Quote-to-Cash understanding

Analytical skills

Attention to detail

Excellent communication

Prioritization under close cycles

Flexible hours during month/quarter/yr

Educación

Bachelor's degree in Accounting/Finance/Business Admin or related

Herramientas

Salesforce

Workday

Zuora

Descripción del empleo

Senior Analyst, Americas Order Management Department

Global Order Management Location: Colombia

Reports To: Manager, Americas Order Management

Application Note: CV must be submitted in English.

Role Overview: The Senior Analyst, Americas Order Management is responsible for managing complex customer orders, billing transactions, and credit memos while ensuring accuracy, compliance, and an exceptional customer experience throughout the order lifecycle. Serving as a trusted operational partner, this role works closely with Sales, Deal Desk, Revenue Operations, Finance, Customer Success, Professional Services, and Receivables Management to ensure transactions are processed accurately, documented appropriately, and completed within established service level agreements and internal controls.

This role supports the successful execution of month‑end, quarter‑end, and year‑end close activities while helping resolve complex order and billing issues, improving operational consistency, and identifying opportunities for continuous improvement.

Key Responsibilities

• Review and validate complex customer and partner order documentation, including quotes, service orders, purchase orders, contracts, statements of work, and supporting documentation to ensure transactions are complete, accurate, and compliant.
• Process complex customer orders, billing transactions, invoices, and credit memos accurately and within established service level agreements.
• Serve as a subject matter expert for complex order, billing, and customer inquiries, partnering with cross-functional teams to resolve issues and improve the customer experience.
• Support month‑end, quarter‑end, and year‑end close activities by meeting critical processing deadlines and helping prioritize workload across the team.
• Ensure compliance with company policies, internal controls, SOX requirements, and established Order Management procedures.
• Maintain complete and accurate documentation in accordance with record retention, SOX and audit requirements.
• Identify process gaps, perform root cause analysis, and recommend improvements that enhance operational efficiency, quality, and customer outcomes.
• Support onboarding, training, and knowledge sharing across the Order Management organization while acting as a resource for less experienced analysts.
• Leverage technology and AI‑enabled tools, and other technologies to support efficient order processing and high‑quality execution.

Qualifications

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field preferred, or equivalent experience.
• 3+ years of experience in Order Management, Revenue Operations, Finance, Accounting, Audit or a related field, preferably within a SaaS or technology environment.
• Strong understanding of Quote-to-Cash processes, accounting principles, and revenue recognition concepts.
• Experience with Salesforce, Workday, Zuora, or comparable enterprise platforms preferred.
• Strong analytical, organizational, and problem‑solving skills with exceptional attention to detail.
• Excellent written and verbal communication skills with the ability to collaborate effectively across global teams.
• Demonstrated ability to manage competing priorities and perform effectively during month‑end, quarter‑end, and year‑end close cycles.
• Must be able to support extended hours during critical month‑end, quarter‑end, and year‑end close periods.

Working at Genesys AI at enterprise scale – Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide.

150+ new AI features were released in the last fiscal year.

A flexible‑first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support.

Benefits

• Paid volunteer time
• August Free Fridays
• Well‑being resources
• Regionally tailored programs for employees and their families

Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

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.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow‑ups or resume submissions—may not receive a response.

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.