NetSuite Service Desk Technician

Job Description:
As a NetSuite Service Desk Technician, you will play a crucial role in supporting our internal users in maximizing the potential of the NetSuite platform. Your primary responsibility will be to provide technical assistance, troubleshooting, and guidance to ensure smooth operations and user satisfaction with NetSuite and its related integrations.

Responsibilities:
1. NetSuite Support:
Provide prompt and effective technical support to users experiencing issues with NetSuite functionalities, including but not limited to modules such as ERP, CRM, SRP, and SuiteCommerce.

2. Troubleshooting:
Diagnose and resolve NetSuite-related issues reported by users, including configuration errors, data inconsistencies, and system performance issues.

3. User Access provisioning:
Provision/revoke access upon user onboarding/offboarding process.

4. Documenting SOPs
Building the library of SOP as a resource asset for NetSuite Service desk management.

5. Integration Support:
Collaborate with users and integration partners to troubleshoot and resolve issues related to third-party integrations with NetSuite, ensuring seamless data flow between systems.

6. User Training and Guidance:
Provide training and guidance to users on best practices for using NetSuite effectively, including navigating the interface, entering data, generating reports, and utilizing advanced features.

7. Documentation:
Maintain detailed documentation of NetSuite support activities, including resolutions provided, workarounds implemented, and enhancement requests, to improve knowledge sharing and support efficiency.

8. Escalation Management: Escalate complex or unresolved NetSuite issues to appropriate internal or external resources, such as NetSuite support, consultants, or developers, ensuring timely resolution and minimal disruption to operations.

Requirements:
• Proficiency in NetSuite administration and configuration, with hands-on experience in troubleshooting and resolving NetSuite issues.

• Strong understanding of ERP and CRM concepts, with the ability to apply them within the context of NetSuite.

• Familiarity with SuiteScript development and customization capabilities is a plus.

• Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization.

• Strong problem-solving skills and the ability to work independently or collaboratively in a fast-paced environment.

• NetSuite certification(s) is desirable but not required.