Senior Cash Collection Analyst

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

ServiceNow is currently seeking a highly driven Senior Cash Collections Analyst, based in our Hyderabad office. This role requires a strong background in Accounts Receivable and Cash Collections, with the ability to manage complex customer portfolios, drive cross-functional collaboration, and support strategic initiatives across the Order Processing Team, Sales, Sales Operations, Tax, and other business functions. The ideal candidate will demonstrate strong analytical skills, leadership capabilities, and a continuous improvement mindset while delivering an exceptional customer experience.

What you get to do in this role:

• Manage a portfolio of strategic and complex customer accounts, ensuring timely collections while maintaining strong customer relationships.
• Be responsible for core AR activities including Cash Collections, Query Resolution, Dunning, Reconciliations, and Reporting.
• Analyze customer accounts to identify delinquent balances, resolve payment disputes, and drive collection efforts through phone, email, and written communication.
• Conduct proactive follow-up on customer payments to ensure cash is collected by the due date, minimizing DSO and reducing aged receivables.
• Partner closely with Sales, Sales Operations, Order Management, Tax, Legal, and other internal stakeholders to resolve customer issues and remove barriers to payment.
• Handle complex escalations, provide recommendations on collection strategies, and support credit and booking decisions where required.
• Maintain accurate customer master data while ensuring compliance with internal controls, SOX requirements, and company policies.
• Support month-end and quarter-end activities to help achieve cash collection targets and business objectives.
• Participate in global AR initiatives, including UAT, system implementations, process improvements, and automation projects across EMEA, APJ, and the Americas.
• Mentor junior team members by sharing best practices, providing guidance on complex collection scenarios, and supporting team development.
• Identify opportunities to improve processes, increase operational efficiency, and enhance the customer experience through continuous improvement initiatives.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Minimum 8+ years of relevant experience in Accounts Receivable and Cash Collections, preferably in a multinational or shared services environment.
• Strong knowledge of Order-to-Cash (O2C) processes, collections, dispute management, reconciliations, and customer account management.
• Experience managing complex customer portfolios and collaborating with cross-functional stakeholders across global regions.
• Excellent written and verbal communication skills with the ability to influence internal and external stakeholders.
• Strong analytical, problem-solving, and decision-making skills with attention to detail.
• Experience working with ERP systems such as SAP, Oracle, or equivalent, along with proficiency in Microsoft Excel.

What we are looking for:

• Excellent task prioritization and organizational skills with the ability to meet deadlines and succeed in a fast-paced environment.
• A demonstrated track record of success and initiative with the ability to work independently and collaboratively in a team environment, showing a desire to grow professionally to support current and future growth of ServiceNow.
• A process improvement mindset with a desire to look for ways to increase efficiency and service while maintaining a "big picture" perspective.
• A strong sense of ownership with the ability to proactively manage risk, minimize bad debt exposure, and drive timely resolution of complex collection issues.
• Flexibility and adaptability to work in a dynamic, fast-paced global environment while effectively managing shifting priorities and business requirements.
• Strong customer focus with the ability to build trusted relationships while balancing business objectives and customer satisfaction.
• The ability to influence stakeholders, drive accountability, and effectively manage challenging collection situations with professionalism.
• A proactive approach to identifying risks, recommending solutions, and driving operational excellence through continuous improvement.

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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