Provide L2L3 production support for Zuora Billing applications
Handle incidents service requests and problem management activities through ServiceNow
Monitor and resolve billing failures payment processing issues invoice generation issues subscription amendments and revenue related transactions
Perform root cause analysis RCA and implement permanent fixes for recurring issues
Manage user queries and support tickets within agreed SLA timelines
Work closely with business users Zuora administrators Salesforce teams and integration teams
Support monthend and quarterend billing activities
Analyze logs integrations and data issues involving Zuora Salesforce middleware and finance systems
Create and maintain support documentation knowledge articles and operational runbooks
Participate in oncall support and production deployment activities when required
Required Skills
4 years of experience in application support with at least 2 years of handson experience in Zuora Billing
Strong understanding of
Subscription Management
Product Catalog
Billing and Invoicing
Payments and Collections
Account and Subscription Amendments
Experience working with ServiceNow for Incident Problem Change and Request Management
Positive knowledge of SQL and data analysis
Experience in troubleshooting integration issues between Zuora and SalesforceERP systems
Understanding of REST APIs and web services
Strong analytical and problemsolving skills
Preferred Skills
Zuora Billing Certification
Experience with Salesforce CRM
Knowledge of Zuora Workflow Data Query and Reporting
Exposure to finance quotetocash or subscriptionbased business models
Experience with Agile and ITIL processes
Responsibilities in Support Environment
Maintain SLA compliance for incidents and service requests
Perform ticket triaging prioritization and escalation management
Prepare dailyweekly support reports and operational dashboards
Coordinate with business stakeholders during critical production issues
Support release validation and postdeployment monitoring
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.