Order Management Analyst

Role Overview

• Review closed/won opportunities in Salesforce for completeness, accuracy and policy compliance prior to final booking.
• Validate key order fields (contract terms, PO numbers, start/end dates, billing details, SKUs, seat counts, pricing) across Salesforce and NetSuite; ensure correct mapping to billing/ERP.
• Identify, document and escalate order issues or missing information; follow up with Deal Desk, Sales, Legal or other stakeholders until resolved.
• Monitor sync health between Salesforce, product systems and NetSuite; troubleshoot and help resolve common order flow errors and blocked SOs.
• Execute order setup and maintenance tasks (amendments, renewals, cancellations, SOWs) and maintain accurate order records and audit trails.
• Validate outputs from rule-based or AI-assisted reconciliation/validation tools produced by the senior analyst: confirm accuracy, flag false positives/negatives, and provide concrete examples for tuning.
• Participate in UAT and release testing for new products, SKUs, pricing models and system/automation changes; run end-to-end tests (sales → order → billing → revenue → AR).
• Maintain test cases, validation checklists, runbooks and SOPs on production readiness for order-related changes.
• Own daily triage of exception queues, blocked orders and amendment backlogs; drive SLAs for order resolution and document root causes.
• Generate and maintain operational reports (bookings QA tracker, exception logs, order quality dashboards) and provide weekly metrics to the manager.
• Collaborate with Revenue Accounting and Billing during month
• and quarter-end close to ensure completeness of bookings and to support audit inquiries.
• Support the structured knowledge transfer from the Philippines BPO and help onboard India teammates; document processes and training artifacts to ensure operational readiness.

Requirements

• 2–3 years of experience in Order Management, Deal Desk, Billing, or QTC support roles at a SaaS or software company.
• Hands-on experience with Salesforce and a working understanding of NetSuite.
• High attention to detail and strong documentation discipline.
• Comfortable managing tasks across multiple systems and troubleshooting data discrepancies.
• Effective communicator who can coordinate with global counterparts and follow through independently.
• Eager to learn, improve processes, and contribute to a global operations team.

Tech Stack

• ERP

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.