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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.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
finance systems supportNetSuiteticket management systemfinance transactional processinguser setup and securitydocumentation creationtraining documentationprocess testingfunctional improvementsincident management
Soft Skills
customer servicecommunication skillsnegotiation skillstime managementmulti-taskinginitiativeadaptabilityflexibilityteamworkproblem solving
Tools & Technologies
virtual filesIntranettraining coursesglobal user supportremote collaboration
Industry Keywords
finance operational roleglobal organisationcomplex structuresservice-oriented environmentuser documentation
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