Job Description
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 500000 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.
As part of the Enterprise IT Applications team the IT Applications Support 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-dayApplication 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.
- Investigate data and interface failures (e.g. failed payment files posting errors reconciliation breaks) and drive timely resolution.
- Write and run queries/reports (e.g. SQL) to analyze issues validate data and support audit and month-end close activities.
- Partner with Finance to ensure system controls automated reconciliations and cash-application logic operate accurately and reliably.
Stakeholder & Continuous Improvement
- Act as a trusted point of contact between Enterprise IT and Finance Operations for the supported application portfolio.
- Identify automation AI configuration and process-improvement opportunities to reduce manual effort and ticket volume.
- Support compliance security and audit requirements (e.g. access reviews SOX-relevant controls) for in-scope applications.
- Bachelor's degree in Information Technology Computer Science Information Systems or a related field — or equivalent practical experience.
- 8–12 years of experience supporting enterprise/finance applications ideally within billing O2C AR or cash-reconciliation domains.
- Demonstrated experience applying AI and/or automation to streamline support operations or finance processes.
- Hands-on experience supporting or administering Zuora and NetSuite (billing subscriptions and ERP) and the integration between them.
- Strong working knowledge of end-to-end Order-to-Cash processes and the systems that support them.
- Experience supporting New Product Introductions (NPIs) — setting up new products SKUs and rate plans in billing and ERP.
- Experience supporting financial close activities including bank reconciliations and AR/cash sub-ledger to GL tie-outs.
- Experience with an ITSM tool and structured incident/problem/change management practices.
- Ability to read/write SQL and analyze data to investigate application and interface issues.
- Experience building automations with scripting workflow platforms or RPA tools and applying AI/ML to support or finance operations.
- Experience acting as a senior/escalation resource within an IT applications support team.
- Familiarity with reconciliation or automation platforms (e.g. BlackLine HighRadius) and payment/banking integrations.
- Exposure to integration technologies (APIs middleware file-based interfaces) and reporting/BI tools.
- ITIL certification and/or experience supporting SOX-controlled or audited financial applications.
Our cash compensation amount for this role is targeted at $169000-189000 in San Francisco Bay Area. Stock equity is additional. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gusto's subsidiary whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Skills Required
- Bachelor's degree in IT Computer Science Information Systems or related field or equivalent practical experience
- 8-12 years supporting enterprise/finance applications (billing O2C AR or cash-reconciliation)
- Experience applying AI and/or automation to streamline support operations or finance processes
- Hands-on experience supporting or administering Zuora and NetSuite and their integration
- Strong working knowledge of end-to-end Order-to-Cash processes
- Experience supporting New Product Introductions (setting up new products SKUs rate plans) in billing and ERP
- Experience supporting financial close activities bank reconciliations and AR/cash sub-ledger to GL tie-outs
- Experience with an ITSM tool and structured incident/problem/change management practices
- Ability to read/write SQL and analyze data to investigate application and interface issues
- Experience building automations with scripting workflow platforms or RPA tools and applying AI/ML to support or finance operations
- Experience acting as a senior/escalation resource within an IT applications support team
- Familiarity with reconciliation or automation platforms (e.g. BlackLine HighRadius) and payment/banking integrations
- Exposure to integration technologies (APIs middleware file-based interfaces) and reporting/BI tools
- ITIL certification and/or experience supporting SOX-controlled or audited financial applications
What the Team is Saying
Gusto Compensation & Benefits Highlights
- Affordable Benefits—Healthcare premiums are heavily subsidized with full employee coverage and significant dependent contributions lowering out-of-pocket costs.
- Parental & Family Support—Generous paid parental leave and substantial fertility benefits plus adoption support and return-to-work programs demonstrate a strong family-support posture.
- Leave & Time Off Breadth—Paid vacation sick time holidays paid leaves and a formal sabbatical provide broad time-off options that encourage rest and balance.
Gusto Insights
What We Do
Gusto is a modern online small business platform that helps small businesses take care of their teams. On top of full-service payroll Gusto offers health insurance 401(k)s expert HR and team management tools. Today Gusto offices in Denver San Francisco and New York serve more than 400000 businesses. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.
Why Work With Us
We help small businesses—the backbone of the economy—thrive. Everything we do ladders up to empowering entrepreneurs and supporting their teams. Gusto empowers builders at every level to take initiative and make things better. You'll be solving meaningful challenges that shape the future of work.
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Date Posted
07/10/2026
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