Systems Support Analyst

Description

The Systems Support Analyst role provides in-depth internal support for 220+ NetSuite ERP users, a custom Salesforce Lightning App called EDGE and other enterprise applications across the western United States. NetSuite ERP is a cloud-based application that runs all business processes in the company: accounting, sales, customer service, order entry, purchasing, warehouse operations and inventory management. EDGE is used for managing field service jobs for our service technicians and providing visibility and trackability of assets owned and serviced for our customers.

The position requires excellent customer service-oriented phone and screen share skills coupled with fast problem solving and follow-up to keep users productive in using both NetSuite ERP and EDGE including Tier 1, advanced Tier 2 problem solving and Tier 3 assigned projects. The position is within the IT Department located in Walnut Creek, CA.

This position requires in-office work at the Walnut Creek office. Partial telecommuting is possible after six months.

Specific responsibilities include but are not limited to:

1. Knowing 100% the NetSuite and EDGE customized processes and key 3rd party applications as configured for the company and detailed in the set of Curtis NetSuite Training Guides, Curtis EDGE Training Guides, and the relevant Curtis Confluence administrator pages.
2. Providing internal end-user support over the phone, via screen share and in-person (at the corporate headquarters in Walnut Creek) or travel to other locations if needed.
3. Giving NetSuite and EDGE end-user micro training via screen share or in person (on specific topics to instantly train a user on a specific feature).
4. Resolving Tier 1 and Tier 2 support requests as needed for NetSuite, EDGE and key 3rd party NetSuite applications (SuiteApps).
5. Resolving support requests within the Curtis Support SLAs established for each tier.
6. Escalating issues to Tier 3 with submitted Jira tickets and then liaising with Curtis Technical Development staff to resolve fully.
7. Assisting Tier 3 staff with vendor technical support as directed.
8. Handling Tier 3 assigned projects which encompass: a) NetSuite enhancements; b) 3rd party custom development; c) new NetSuite SuiteApp implementations; d) advanced NetSuite analytics; e) EDGE enhancements; and others as required.
9. Performing QA testing on new NetSuite and EDGE releases; and when new features or updates are released by Technical Development.
10. Documenting issue solutions in the Confluence NetSuite Solution Center.
11. Writing blog posts to help internal end-users in their use of NetSuite and EDGE.
12. Maintains the NetSuite and EDGE Change Log in Confluence for any updates made in Production for assigned Tier 2 and Tier 3 tickets; or any other change which should be documented for audit trail purposes.
13. Handling any other tasks or special projects as assigned.

Requirements

Pre-requisite Core Competencies

• Customer Service - providing consistent and excellent customer service for Cloud based enterprise applications.
• Technical Skills - configuring Cloud based applications; proficient in Microsoft Office applications.
• Communication Skills - excellent and professional verbal and written skills.
• Training - ability to provide effective end-user training on software applications.
• Teachable - Willing to work hard to learn everything about NetSuite and EDGE and how they have been configured for the company.

Skills Required

• High proficiency with NetSuite or similar ERP.
• Proficiency with Microsoft Office applications, especially Excel.
• Excellent customer service skills in a Help Desk or professional services environment for enterprise software applications to end-users.
• Ability to successfully train difficult end-users.
• Excellent verbal & written communication skills.

Experience Required

• 3+ years' experience providing enterprise software application support in a Help Desk or professional services environment.
• Good experience working with Development teams to resolve issues and implement custom solutions.
• Understanding and familiarity with Cloud based applications, especially ERP systems.

Experience Preferred

• 3+ years' experience supporting NetSuite ERP with experience in end-user support; Reports and Saved Searches; CSV imports; Dashboard updates; Mass Updates; User Roles, Permissions and User Management; User Training; Supporting NetSuite 3rd Party Applications; Sandbox Refresh Maintenance; User Documentation Creation.
• 3+ years' experience support Salesforce applications.
• Solid cloud-based enterprise application support experience.
• End-user software application training.

Education Requirements 

• Bachelor's degree in Information Systems or related field.

Physical Requirements

• Sitting - frequently (2-5 hr/day)
• Standing - frequently (2-5 hr/day)
• Strength requirement: Sedentary (up to 10 lb. force occasionally)

Curtis Competencies - Top 3

• Reliability
• Problem Solving
• Communication