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NetSuite Support Analyst

3 weeks, 1 day ago
Philippines
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Agile Azure NetSuite Scrum
Apply Now
Umpisa

Umpisa

Umpisa, Inc. partners with industries to drive pioneering solutions through modern software development, aiming to establish the Philippines as a global tech hub.

Internet Software & Services
11-50
Founded 2019
View All Jobs 18

Description

  • Own the NetSuite helpdesk ticket queue as the primary point of contact for user-submitted requests.
  • Triage, categorize, prioritize, and resolve tickets within scope while escalating issues that require additional support.
  • Maintain clear, professional communication with users and set expectations on timelines and next steps.
  • Track and document ticket status, resolution steps, and outcomes for auditability and knowledge base development.
  • Process user provisioning, role changes, and deactivations in NetSuite according to approved access control policies.
  • Validate access requests against role-based permissions and escalate non-standard access requests for review.
  • Diagnose and resolve common NetSuite issues, including transaction errors, workflow failures, data discrepancies, login issues, and reporting problems.
  • Reproduce issues in the sandbox environment to confirm root cause and validate fixes before production deployment.
  • Build and modify saved searches, reports, and dashboards to meet operational reporting needs.
  • Maintain documentation, knowledge base articles, and user training materials for common issues, processes, and self-service resources.
  • Escalate functional, technical, and development-related issues to the appropriate internal or third-party resources with clear handoff notes.
  • Participate in periodic team check-ins to review queue health, escalation trends, and emerging issues.

Requirements

  • 3+ years of hands-on NetSuite experience in a functional support or administration capacity.
  • Demonstrated proficiency with NetSuite saved searches, reports, dashboards, and role/permissions management.
  • Experience troubleshooting NetSuite issues across core modules such as GL, AP, AR, Fixed Assets, and/or Project Accounting.
  • Ability to work independently and manage a ticket queue with minimal daily supervision.
  • Strong written English communication skills with a professional, clear, and user-friendly style.
  • Comfort working in a structured escalation model and following defined protocols.
  • Familiarity with adjacent financial systems such as NetSuite Planning & Budgeting (NSPB), Avalara, Rillion, or FloQast is preferred.
  • Working knowledge of financial accounting principles, including AP/AR cycles, month-end close, and reconciliation concepts, is preferred.
  • Experience in energy, infrastructure, real estate, or project-based accounting environments is preferred.
  • Exposure to SOX compliance processes or audit support activities is preferred.
  • Basic familiarity with SuiteScript, SuiteAnalytics Workbook, or NetSuite integration platforms such as Celigo or Boomi is preferred.
  • Experience with IT helpdesk or ITSM tools such as FreshService or ADO is preferred.
  • Accounting or finance background, including a degree, certification, or equivalent experience, is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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