NetSuite Support Manager

Who You'll Work With

The NetSuite Support Lead/Manager will be responsible for ensuring the continuous, high-availability, and reliable operation of the NetSuite ERP system across our global enterprise. This role is a hybrid of technical expertise, functional knowledge, and dedicated service management, specifically focusing on leading a global team to provide continuous incident resolution, system monitoring, and Level 2/3 support. You will be the escalation point and the owner of the system's operational health.

What You'll Do

Global Support & Operations Management

• Incident Management: Lead the global support team to effectively triage, diagnose, and resolve all critical NetSuite production issues within defined Service Level Agreements (SLAs). Act as the primary escalation point for all  incidents.

• Support Process Ownership: Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments.

• Monitoring & Proactive Maintenance: Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users.

• Root Cause Analysis (RCA): Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements.

• System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities, ensuring minimal disruption to global operations.

Functional & Technical Support Management

• End-User Support: Manage support requests related to user access, role permissions, custom forms, saved searches, and general functional usage across all core NetSuite modules (O2C, P2P, R2R).

• Configuration & Administration: Oversee all aspects of NetSuite administration, including user roles, permissions, form customization, custom records, workflows (SuiteFlow), and dashboards.

• Integration Support: Oversee the monitoring and troubleshooting of data flow and integration failures between NetSuite and integrated satellite systems (e.g., CRM, EDI, payroll).

• Release Management: Manage the impact of bi-annual NetSuite updates, including testing, communicating changes, and ensuring all customizations remain compatible.

• Data Management: Ensure data integrity and quality across the NetSuite environment; manage data migrations and periodic data cleansing activities

SOX Compliance & Audit Management (Critical)

• Internal Controls (SOX): Design, implement, document, and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.

• Segregation of Duties (SoD): Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.

• Audit Support: Serve as the primary contact for internal and external auditors for all NetSuite-related testing. Provide clear documentation, walkthroughs, and evidence related to system controls, change management, and financial data integrity.

• Change Management: Own and enforce a strict, SOX-compliant change management process for all NetSuite configurations, customizations, and deployments.

• Remediation: Drive the timely remediation of control deficiencies and findings identified during internal or external audits.