NetSuite Support Manager

Job description

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.

Qualifications

BS/BA or higher in Computer Science or Management Information Systems 10+ years’ experience with ERP Mfg. /Supply chain/Finance & Accounting systems. 6+ years of experience in development of workflows with ERP customization platform. Deep functional knowledge of ERP core processes (Manufacturing, Procure to Pay, Order to Cash,Inventory Management, Accounting) Understanding of SOX compliancy requirements in financial systems Experience working in a complex environment with multiple business teams, such as Finance and Manufacturing is a must Strong oral and written communications skills with ability to create clearly defined business requirements documents, technical design documents and system architecture blueprints Compensation Information The new hire base pay for this role has a salary range of $118,000 to $170,000.

Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity.

Employees in Sales roles are eligible to participate in Arista’s Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.