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NetSuite Support Manager

Remote Full-time

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Experience Level

Mid-Senior Level

Qualifications

Bachelor's or higher degree in Computer Science or Management Information Systems. Minimum of 10 years’ experience with ERP Manufacturing, Supply Chain, Finance & Accounting systems. At least 6 years of experience in developing workflows with ERP customization platforms. In-depth functional knowledge of ERP core processes (Manufacturing, Procure to Pay, Order to Cash, Inventory Management, Accounting). Strong understanding of SOX compliance requirements in financial systems. Proven experience collaborating within complex environments with multiple business teams, such as Finance and Manufacturing. Excellent oral and written communication skills, with the ability to produce clearly defined business requirements documents, technical design documents, and system architecture blueprints.

About the job

Collaborative Team Environment

As the NetSuite Support Manager at Arista Networks, you will play a pivotal role in ensuring the uninterrupted and dependable operation of our NetSuite ERP system across our global enterprise. This position blends technical proficiency, functional expertise, and dedicated service management, with a primary focus on leading a global team to deliver continuous incident resolution, system monitoring, and Level 2/3 support. You will serve as the escalation point and steward of the system's operational integrity.

Key Responsibilities

Global Support & Operations Management

  • Incident Management: Lead a global support team to efficiently triage, diagnose, and resolve critical NetSuite production issues within established Service Level Agreements (SLAs) and act as the primary escalation point for all incidents.

  • Support Process Ownership: Develop, document, and enforce standardized support procedures, communication protocols, and escalation matrices tailored for all NetSuite environments.

  • Monitoring & Proactive Maintenance: Implement and manage comprehensive monitoring solutions to proactively detect system health issues, integration failures, and performance bottlenecks before they affect end-users.

  • Root Cause Analysis (RCA): Lead thorough RCA procedures for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training updates.

  • System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities while ensuring minimal disruption to global operations.

Functional & Technical Support Management

  • End-User Support: Manage support requests regarding 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: Supervise 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.

About Arista Networks

Arista Networks stands as a frontrunner in data-driven, client-to-cloud networking solutions tailored for large data centers, campuses, and routing environments. Our distinct edge lies in our relentless pursuit of innovation, leveraging cutting-edge advancements in cloud computing, artificial intelligence, and software-defined networking to empower our clients with a competitive advantage in an increasingly interconnected world. Our solutions are crafted not only to meet the evolving demands of the digital landscape but also to anticipate and adapt to future challenges. We pride ourselves on valuing diverse thoughts and perspectives that each employee contributes. We believe that fostering an inclusive and welcoming environment is crucial for driving creativity and innovation. Our commitment to excellence has led to numerous accolades, including Best Engineering Team, Best Company for Diversity, and recognition for Compensation and Work-Life Balance.

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