Provide high quality and expert financial systems support to our global user community
Manage user support calls in a timely manner using agreed incident management processes and systems and within agreed SLAs
Manage user expectations in a professional and customer orientated manner to provide a high-quality customer service
Continuously strive to improve service, processes, and use of Finance Systems
Assist in the maintenance and coordination of user setup and security
Actively engage in projects being undertaken to improve finance systems, including the testing of new processes to ensure they meet business requirements
Aid in the identification of functional improvements by understanding the root cause of user issues
Develop an understanding of customised NetSuite solutions and peripheral integrated systems
Create and maintain administration and user documentation
Ensure all relevant documentation is stored and published within appropriate systems (i.e. virtual files and Intranet)
Assist in the creation and maintenance of training documentation and scripts
Assist in the provision of training courses as required, to ensure all Finance users have the appropriate knowledge for their role

Previous experience of finance systems support is necessary, including use of a ticket management system
3-5 years NetSuite support experience essential
Willingness to learn new systems and underlying technologies to problem solve
Excellent finance transactional processing knowledge gained within a Finance operational or systems role
Excellent communication and negotiation skills in a service-oriented environment
Ability to multi-task and work under pressure with excellent time management skills
Although teamwork is vital, an ability to work on your own, therefore taking the initiative and having a desire to get the job done
Ability to adapt to and implement change
A flexible approach and a can-do attitude a must
Experience working in a global organisation with complex structures
Ability to work with others remotely is essential as team is split over multiple locations and support is provided to a global user base
Experience within a support and training function

Senior Support Analyst, NetSuite

Key skills