Job Description

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:
The Senior Accounts Payable Analyst is a pivotal role within the Accounts Payable (AP) team, responsible for driving the efficiency, accuracy, and compliance of invoice processing, customer service, and case management functions. Reporting to the AP Manager, this role requires deep expertise in the end-to-end (E2E) AP process, with a strong commitment to customer satisfaction, prompt issue resolution, and adherence to company and regulatory standards.
This position is suited for a highly motivated individual who thrives in a dynamic, fast-paced, and multicultural environment, and who is passionate about leveraging process improvement, AI based automations, initiatives to drive operational excellence. The successful candidate will be detail-oriented, adaptable to varying business needs, and skilled in managing complex queries and driving process enhancements across multiple regions including the US, Europe, and APAC.
Key Responsibilities

• Invoice Processing and AP Operations: Efficiently manage the end-to-end workflow of invoice processing, including receipt, verification, coding, approvals, and timely payment in compliance with internal controls, SOX requirements, and applicable laws and regulations. Demonstrate keen attention to detail and maintain high levels of accuracy in all AP operations.
• Case Management and Query Resolution: Serve as the primary point of contact for internal business owners and external vendors regarding AP-related inquiries. Log, track, and resolve queries through the case management system, ensuring all cases are addressed within the agreed Service Level Agreements (SLAs) of 24-48 hours and maintaining high standards of customer satisfaction.
• Customer Service Excellence: Proactively engage with stakeholders through regular internal and external surveys to gauge customer satisfaction, identify areas for improvement, and implement actionable plans to enhance service delivery. Drive a customer-centric culture by ensuring prompt, high-quality responses and solutions to all queries.
• Process Improvement and Automation: Identify opportunities for process optimization and automation, particularly with respect to repetitive or basic queries. AI Implemented automated responses and orchestrate mass communications to internal and external stakeholders as required.
• Reporting and Data Management: Prepare and analyze reports and metrics related to AP processes, case management performance, and SLA adherence. Support ad hoc reporting needs and participate in data scrubbing, quality audits, and duplicate payment reviews to ensure process integrity.
• Compliance and Controls: Ensure rigorous adherence to internal policies, SOX controls, company procedures, and all applicable legal or regulatory requirements.
• System Expertise: Utilize and support upstream and downstream systems such as Supplier Enablement platforms, Ariba, Vendor Invoice Management (VIM), and SAP. Demonstrate foundational knowledge of these systems and assist in troubleshooting and process enhancements.
• Project and Change Management: Support AP-related projects, including those related to mergers and acquisitions (M&A), process clean-ups, and system transitions. Collaborate with cross-functional teams to ensure continuity and efficiency during organizational change.
• Flexibility and Shift Support: Exhibit flexibility to support business requirements, including adapting to various shift schedules, and willingness to take on additional responsibilities such as invoice processing, payment processing, and ad hoc assignments as business needs evolve.

Qualifications
To be successful in this role you have:

• Deep Knowledge of E2E Accounts Payable: Comprehensive understanding of the accounts payable lifecycle, including upstream and downstream process impacts. Experience working with AP processes in multiple regions (US, Europe, APAC) and awareness of region-specific requirements.
• Attention to Detail: Demonstrated ability to maintain precision and accuracy in AP transactions, data entry, and documentation. Commitment to quality and error-free work.
• Customer Service Orientation: Strong interpersonal skills with the ability to build relationships, foster business partnerships, and maintain trust with stakeholders across diverse geographic and cultural backgrounds.
• Excellent Communication Skills: Superior written, verbal, and presentation skills. Ability to communicate complex information clearly and concisely to a variety of audiences.
• Technical Proficiency: Advanced proficiency in Microsoft Office tools, including Excel (pivot tables, VLOOKUP, data analysis), Outlook, Word, Visio, and PowerPoint. Experience with SAP, Ariba, and VIM is highly desirable.
• Process Improvement Mindset: Ability and interest in learning and executing tasks related to quality audits, duplicate review, data cleansing, and preparation of reports and metrics. Proactive approach to identifying and implementing process improvements.
• Compliance and Controls: Strong understanding of SOX controls, process and systems controls, and compliance requirements. Experience maintaining process integrity in accordance with company policies and government/legal requirements.
• Regional Expertise: Knowledge of India-specific AP requirements, including TDS, GST, and other tax compliance, is preferred.
• Adaptability: Flexibility to work in multiple shifts, including night shift, and adapt to changing business demands and priorities. Willingness to undertake new assignments as required by the team or organization.
• M&A Experience: Exposure to merger and acquisition (M&A) activities within finance or AP processes is an added advantage.

Basic Qualifications and Preferred Technical Skills:

• Bachelor's Degree in Accounting, Finance, Business Administration, or a related field.
• Minimum 9+ years of experience in a similar role.
• Extensive knowledge of various platforms, process and systems controls, and process documentation.
• Knowledge of P2P functions, general accounting practices, and SOX requirements is a must.
• Advanced proficiency with Microsoft tools (Excel, Outlook, Word, Visio, PowerPoint) is a must.
• Hands-on experience with SAP, Vendor Invoice Management (VIM), and Ariba platforms.
• Direct involvement in multinational or global finance environments, with an ability to operate successfully across multiple geographies and cultures.

Personal Attributes

• Highly self-motivated, proactive, and results-oriented.
• Inquisitive, with a continuous improvement mindset and willingness to embrace new challenges.
• Strong business acumen and professionalism in dealing with sensitive information and complex issues.
• Ability to work independently and collaboratively within a team setting, demonstrating leadership as needed.

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. . 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 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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