Oracle NetSuite Senior IT Support

Job Description:

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We are seeking a highly skilled IT Senior Support & Operations Engineer with 6-8 years of experience in IT Application support, of which at least 3 years of specialized experience in Oracle NetSuite. The ideal candidate will be responsible for providing top-tier technical support to end users, both on business applications and IT infrastructure, ensuring that our business can operate smoothly and without impact on our key business processes. Moreover, the resource will be responsible for proposing solutions to business needs which maximize the out-of-the-box capabilities of Oracle NetSuite.

What will you be responsible for?

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• Understand the users’ needs and issues, and guide them towards a solution (training, bugfix, new development). Ensure the development requests are kept to the strictly necessary ones.
• Collaborate closely with our NetSuite development team and partners to ensure proper prioritization, testing and deployment of both incidents and change requests.
• Assist with new apps/new code being turned over to Ops from Dev Teams to ensure proper details and documentation are provided to ensure sound ops.
• Provide after-hours On-Call Support for critical incidents (additional compensation will be provided when the employee is on such duty).
• Manage and maintain our business applications, particularly Oracle NetSuite, including troubleshooting, configuration, and user support.
• Conduct training sessions for end users to enhance their understanding and use of our systems and business applications.
• Raise, Monitor and Manage incident requests, ensuring timely resolution and excellent customer service.
• Prioritize tickets in queue based on high impact clients, including High Touch User, Focus User, Legal obligation, and Revenue Impacting.
• Create/execute troubleshooting queries, scripting, or utilize tooling to help identify issues and issue impact.
• Gather and analyze log files to identify potential failure source using various troubleshooting tools.
• Understand integration points with related Products and where failure points could appear.
• Report on a regular basis to management and to end users the service status (applications, open incidents, priorities, uptime, MTTR).
• Develop and maintain documentation for IT processes, procedures, and troubleshooting guides.
• Detect, flag, escalate, and implement security measures to protect company data.
• Participate in the planning and execution of IT projects, providing technical expertise and context/concerns from our user base.
• Monitor system performance and ensure the security and integrity of IT systems.

What extra skills help?

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• Strong knowledge of the Finance and Manufacturing modules of Oracle NetSuite.
• NetSuite SuiteCloud Development/Design/Testing/Code Review experience, including 3rd party Integration using Workato.
• Oracle NetSuite certifications or completed courses (with diploma).
• Proficiency in SuiteScript 1.0 and 2.0 (inc. Suitelets), SuiteFlow, SuiteTalk, and SuiteBundler.
• Sound knowledge of the React (also known as React.js) framework and its usage within Oracle NetSuite.
• Sound knowledge of front-end languages such as JavaScript, HTML, CSS, and other web technologies.
• Certifications such as ITIL, CompTIA A+, or similar.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
• Software development lifecycle (SDLC) methodology knowledge and use, in particular waterfall, kanban and SCRUM.

Are you the one we’re looking for?

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• Fluent in English. French and/or Hebrew would be a very strong plus.
• At least 3 years of experience with Oracle NetSuite doing Application Management and Operations.
• 6-8 years of experience in IT Business Applications User support, with end-user day-to-day interaction.
• Strong knowledge of IT infrastructure, including servers, networks, and cloud services, and overall enterprise architecture for a mid to large-sized org.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Knowledge of SQL and of a major DMBS (e.g. MySQL, MariaDB, Postgres, MS SQL Server, Oracle DBMS).
• Knowledge of cybersecurity best practices and data protection regulations.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams spanning multiple locations, languages and cultures.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Ability to work independently and as part of a team.