ERP Applications Analyst - Order to Cash

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. About the Role As part of the Enterprise IT Applications team, the Financial Systems Analyst owns the day-to-day support, configuration, and continuous improvement of the enterprise applications that power Billing, Order-to-Cash (O2C), and Cash Reconciliation. This role keeps these business-critical finance systems running reliably — troubleshooting incidents, fulfilling change requests, and partnering with Finance stakeholders to translate business needs into well-supported application solutions. A core focus of this role is applying AI and automation to modernize how finance applications are supported. You'll look for opportunities to automate manual processes, reduce ticket volume through self-service and intelligent tooling, and leverage AI-driven approaches to triage, analysis, and reconciliation. You'll act as a subject-matter expert on the billing and cash application landscape, including the integrations that connect these systems to the wider ERP and data ecosystem. Here's what you'll do day-to-day Application Support & Incident Management Provide support for billing, O2C, and cash-reconciliation applications, owning complex incidents and escalations. Triage, investigate, and resolve application issues within agreed SLAs, performing root-cause analysis to prevent recurrence. Manage the incident, problem, and change lifecycle in the ITSM tool (e.g., ServiceNow, Jira), keeping tickets and documentation current. Coordinate with vendors and internal teams to resolve defects, raise support cases, and track fixes through to closure. Support the month-end billing run — monitoring billing jobs/batches, troubleshooting failures, and ensuring invoices generate completely and on time for close. AI & Automation Identify and build AI- and automation-driven solutions to reduce manual effort, accelerate issue resolution, and lower ticket volume. Apply automation (scripting, workflow tools, RPA) to repetitive support, configuration, and reconciliation tasks. Leverage AI tooling for intelligent ticket triage, root-cause analysis, anomaly detection, and knowledge-base assistance. Partner with Finance and IT to automate reconciliations, exception handling, and cash-application logic. Stay current on emerging AI and automation capabilities and champion their adoption across the supported application portfolio. Configuration, Enhancements & Releases Configure and maintain application settings supporting billing rules, pricing, order workflows, payment application, and reconciliation logic. Gather requirements from Finance stakeholders and translate them into configuration changes, enhancements, or functional specifications. Support testing (unit, SIT, UAT), deployments, and release cycles, including regression testing for patches and upgrades. Maintain technical and functional documentation, SOPs, and knowledge-base articles for the supported applications. Integrations, Data & Reconciliation Support Monitor and support integrations and interfaces between billing/O2C/cash systems and the ERP, banks, payment gateways, and data warehouse. In…