Application Analyst 

Location: Chicago Office or Remote, North America (US & Canada) - To support effective team collaboration and meet the role's demands, we are seeking candidates who are located in or can align their working hours with the Eastern Standard Time (EST) zone.

Employment Type: Full-time/Permanent

Travel: Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately up to 5%

Serrala is the global leader in finance process automation. For over 40 years, we have been advancing the office of the CFO with our award-winning suite of finance automation applications.  

Our solutions streamline all working capital-related processes, including Order to Cash, Procure to Pay, Cash Flow Management, and Treasury, across both cloud and SAP environments.  

Our 10+ hubs across Europe, North America, and India support over 2,800 clients worldwide, reflecting the trust we've built with a diverse global community. 

Join us as we lead the future of finance automation! 

About this role:

The Application Analyst will be an integral part of the Global Support Team, dedicated to providing exceptional technical and functional support for customers utilizing Serrala’s SAP-based Accounts Payable solution.. The analyst will collaborate with cross-functional teams and end-users to troubleshoot issues, implement solutions, and deliver enhancements while maintaining adherence to global support standards. A strong focus on customer satisfaction and continuous improvement is essential in this position. 

Your day to day:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Core duties and responsibilities include (but are not limited to) the following: 

• Work with a global team to proactively monitor cloud-based and on-premise customer solutions
• Provide first line support and maintenance services to new and existing customers through the structured Support Center
• Functional troubleshooting and analysis
• Initial triage to gather information needed to troubleshoot solutions that include Serrala and third-party products
• Picks up and processes Support Service Tickets
• Tracks the progress of an owned Support Service Ticket during the  entire lifecycle (from open to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Support Service Tickets as necessary (note: responsible that the solution is created but is not necessarily responsible for the solution itself)
• Coordinate second-level and higher support services with senior consultants, developers, and third-party partners
• Evaluate and determine, with the assistance of project managers, project leads, team leads, and account executives, when a ticket is billable and not part of a customer's pre-paid support.
• Execute service requests such as setting up accounts as per the SLA
• Refer Support Service Tickets to the appropriate Product Group
• Update, maintain, and administer the Support Center Knowledge Base
• Escalate to the appropriate management level when SLA thresholds are violated.
• Communicate (internally/externally) about Support Service Tickets, e.g., communicate the status of the Support Service Tickets directly with the customer or broadcast to a larger audience as defined per SLA.
• Create, review, process and send reports as required or requested
• Manage the entire service request process ensuring adherence to SLA
• Manage support communications for/to all third-party vendors for their solutions to ensure prompt customer technical support to the customer
• Other duties as assigned

What makes you excel in this position:

• BS/BA in Computer Science or a related degree or equivalent experience is preferred
• Experience with B2B payments
• Experience with AP Processing
• Experience in a direct customer support role
• Knowledge of SQL databases and queries
• Knowledge of financial accounting
• Proven analytical, problem-solving, and conceptual skills
• Highly motivated self-starter with the ability and desire to work independently, even when detailed instructions are not provided
• Strong work ethic when working within a team to accomplish goals and milestones
• Always maintains professionalism and excellent interpersonal skills to work with what can at times be difficult and demanding customers
• Strong interpersonal and communication skills, including the ability to express complex business concepts in technical terms
• English: written and verbal fluency

Preferred Education and Experience

• German speaking
• Knowledge of SAP ECC and/or S/4HANA. Experience with UI5 or cloud systems.
• Experience with SAP ABAP, C++, JAVA, scripting, or other computer languages.
• Knowledge of LAN/WAN (TCP/IP) technologies
• Experience in document capture and/or content management systems such Brainware, Kofax, or Captiva
• Experience with software/services pre-sales and/or business consulting roles

Salary Range 

United States: 45,000-58,000

Canada: CAD 64,000-80,000

The above annual base salary range represents a general guideline for the low and high end of the pay range for this position. However, the actual salary offered will be determined on various factors including but not limited to location, job-related skills, experience, relevant education, training as well as market and business considerations.

What's in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• Paid Parental Leave
• 401(k) - dollar for dollar matching up to 4% and immediate vesting and contribution from your first day of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart - discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations

Why you’ll love it here 

Step into a dynamic, agile workplace where continuous learning is championed by leadership, and innovation in finance automation is fuelled by cutting-edge tech, AI integration, and strategic SAP transformation. We partner with the best to stay ahead - so you can too. 

At our core, we're Reliable, Passionate, Empowering, and Enterprising - committed to lasting customer and employee relationships, bold innovation, and your growth every step of the way.