NetSuite Support Manager

<p><strong>Who You'll Work With</strong></p><p>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&#xa0;global&#xa0;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.</p><p><strong>What You'll Do</strong></p><p><strong><strong>Global Support &amp; Operations&#xa0;Management</strong></strong></p><ul><li><p><strong>Incident Management:</strong>&#xa0;Lead the&#xa0;global&#xa0;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&#xa0; incidents.</p></li><li><p><strong>Support Process Ownership:</strong>&#xa0;Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments.</p></li><li><p><strong>Monitoring &amp; Proactive Maintenance:</strong>&#xa0;Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users.</p></li><li><p><strong>Root Cause Analysis (RCA):</strong>&#xa0;Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements.</p></li><li><p><strong>System Stability:</strong>&#xa0;Coordinate system maintenance, scheduled downtimes, and deployment activities, ensuring minimal disruption to global operations.</p></li></ul><p><strong>Functional &amp; Technical Support Management</strong></p><ul><li><strong>End-User Support:</strong>&#xa0;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).</li></ul><ul><li><strong>Configuration &amp; Administration:</strong>&#xa0;Oversee all&#xa0;aspects of NetSuite administration,&#xa0;including user roles, permissions, form customization, custom records, workflows (SuiteFlow), and dashboards.</li></ul><ul><li><strong>Integration Support:</strong>&#xa0;Oversee the monitoring and troubleshooting of data flow and integration failures between NetSuite and integrated satellite systems (e.g., CRM, EDI, payroll).</li></ul><ul><li><strong>Release Management:</strong>&#xa0;Manage the impact of bi-annual NetSuite updates, including testing, communicating changes, and ensuring all customizations remain compatible.</li></ul><ul><li><strong>Data Management:</strong>&#xa0;Ensure data integrity and quality across the NetSuite environment; manage data migrations and periodic data cleansing activities</li></ul><p><strong>SOX Compliance &amp; Audit Management (Critical)</strong></p><ul><li><p><strong>Internal Controls (SOX):</strong>&#xa0;Design, implement, document, and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.</p></li><li><p><strong>Segregation of Duties (SoD):</strong>&#xa0;Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.</p></li><li><p><strong>Audit Support:</strong>&#xa0;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.</p></li><li><p><strong>Change Management:</strong>&#xa0;Own and enforce a strict, SOX-compliant change management process for all NetSuite configurations, customizations, and deployments.</p> ... (truncated, view full listing at source)