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Senior Support Analyst, NetSuite
M&C Saatchi GroupProviding expert financial systems support to global users at M+C Saatchi Group. Involving issue resolution and training documentation creation within finance systems support team.
About the role
Key responsibilities & impact- Provide high quality and expert financial systems support to our global user community
- Manage user support calls in a timely manner using agreed incident management processes and systems and within agreed SLAs
- Manage user expectations in a professional and customer orientated manner to provide a high-quality customer service
- Continuously strive to improve service, processes, and use of Finance Systems
- Assist in the maintenance and coordination of user setup and security
- Actively engage in projects being undertaken to improve finance systems, including the testing of new processes to ensure they meet business requirements
- Aid in the identification of functional improvements by understanding the root cause of user issues
- Develop an understanding of customised NetSuite solutions and peripheral integrated systems
- Create and maintain administration and user documentation
- Ensure all relevant documentation is stored and published within appropriate systems (i.e. virtual files and Intranet)
- Assist in the creation and maintenance of training documentation and scripts
- Assist in the provision of training courses as required, to ensure all Finance users have the appropriate knowledge for their role
Requirements
What you’ll need- Previous experience of finance systems support is necessary, including use of a ticket management system
- 3-5 years NetSuite support experience essential
- Willingness to learn new systems and underlying technologies to problem solve
- Excellent finance transactional processing knowledge gained within a Finance operational or systems role
- Excellent communication and negotiation skills in a service-oriented environment
- Ability to multi-task and work under pressure with excellent time management skills
- Although teamwork is vital, an ability to work on your own, therefore taking the initiative and having a desire to get the job done
- Ability to adapt to and implement change
- A flexible approach and a can-do attitude a must
- Experience working in a global organisation with complex structures
- Ability to work with others remotely is essential as team is split over multiple locations and support is provided to a global user base
- Experience within a support and training function
Benefits
Comp & perks- 27 days annual holiday
- Private healthcare
- Employer contributory pension
- Life assurance
- Income protection
- Subsidised gym membership
- Learning opportunities around D&I
- Mentoring programmes
- Employee Led Networks and associated events
- Personal development support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
finance systems supportNetSuiteticket management systemfinance transactional processinguser setup and securitydocumentation creationtraining documentationprocess testingfunctional improvementsincident management
Soft Skills
customer servicecommunication skillsnegotiation skillstime managementmulti-taskinginitiativeadaptabilityflexibilityteamworkproblem solving