Senior Associate, MAS Oracle NetSuite

Customer Support & Troubleshooting

• Serve as the first point of contact for clients experiencing functional issues within Oracle NetSuite.
• Investigate and troubleshoot Oracle NetSuite functional issues, including financials, inventory, sales, purchasing, and reporting.
• Log, prioritize, and track support cases through a ticketing system, ensuring timely resolution.
• Work collaboratively with technical teams to escalate and resolve complex issues.
• Communicate scope and budget for complex issues and manage to those appropriately.

System Configuration & Optimization

• Assist clients with Oracle NetSuite setup, configuration, and workflow customization.
• Provide recommendations on system optimizations and best practices to improve business processes.
• Support New Release updates, as well as basic Integrations, ensuring minimal disruption to client operations.

Training & Documentation

• Create and maintain end-user documentation, FAQs, and knowledge base articles.
• Conduct training sessions for clients on Oracle NetSuite features and functionality.
• Assist clients in understanding system capabilities and implementing changes effectively.

Collaboration & Continuous Improvement

• Work with consultants, developers, and business analysts to enhance system functionality.
• Stay updated on Oracle NetSuite updates, new features, and industry trends.
• Contribute to the development of internal support procedures and best practices.

Required Qualifications:

3+ years of experience supporting Oracle NetSuite.

Strong understanding of Oracle NetSuite modules such as finance, supply chain, sales, and purchasing.

Experience with system configuration, workflows, and user permissions.

Ability to troubleshoot functional issues and provide step-by-step solutions to clients.

Exceptional customer-facing skills, with the ability to conduct stakeholder interviews and capture requirements.

Ability to identify functional and technical gaps in designs and articulate the corresponding business benefits and costs.

Excellent communication and customer service skills.

Ability to work in a fast-paced environment and manage multiple support cases.

Receptive to feedback from team and clients.

Preferred Qualifications:

• Familiarity with Managed Application Services and cloud-based ERP support.
• Knowledge of Power BI, Power Automate, or other Microsoft Power Platform tools.
• Understanding of basic SQL formulas for use in Saved Searches.
• Oracle NetSuite certifications are a plus.