NetSuite Techno Functional ( HelpDesk Support)

Title: NetSuite Help Desk( Techno Functional )

Location: Hyd/Mum/Bng

Exp Level: 5+

Education: Any Degree

Key Responsibilities:

• Should work in EST shift

• 5 to 6 years of strong hands-on experience with NetSuite ERP

• Solid understanding of NetSuite Financial and operational business processes

• Experience with SuiteScript, SuiteFlow, Saved Searches and Reports, Roles, permissions and security model

• Java script (Suitescript)

• API integrations (REST/SOAP)

• Nice to have - SQL / Data analysis

• Experience with third-party NetSuite integrations

Roles & Responsibilities:

NetSuite Help Desk Support

• Serve as the first point of contact for NetSuite-related user issues and requests.

• Manage and resolve help desk tickets related to:

• User access and password resets

• Saved searches (creation, modification, troubleshooting)

• Basic end-user navigation and functional questions

• Minor configuration assistance (as approved)

• Escalate complex issues to internal SMEs or external partners as needed.

Data & System Support

• Perform basic NetSuite data imports (CSV uploads, standard templates).

• Validate data prior to import and assist with error resolution.

• Support routine system maintenance activities as assigned.

Service Management & SLAs

• Provide 40 hours/week coverage during agreed business hours.

• Meet defined SLAs, including:

• Timely ticket acknowledgment

• Clear communication of status and resolution timelines

• Proper documentation of issues and resolutions

• Maintain accurate records of recurring issues and improvement opportunities.

Knowledge Transfer & Continuity

• Participate in overlap and knowledge transfer during transition from the current help desk resource.

• Document standard operating procedures and common troubleshooting steps.

• Support interim coverage planning to ensure no gaps in end-user support.

Required Skills & Experience

Mandatory

• Hands-on experience supporting NetSuite in a help desk or application support capacity.

• Strong proficiency with:

• NetSuite saved searches

• User access management and security roles

• Basic CSV imports and data validation

• Excellent written and spoken English with the ability to communicate clearly with business users.

• Experience working in a ticketing-based support model.

Preferred

• Prior experience supporting NetSuite in a multi-entity or global environment.

• Familiarity with basic accounting or operational NetSuite modules.

• Ability to work independently with minimal supervision.

Workload & Availability

• Expected commitment: 40 hours per week, regardless of ticket volume.

• Ability to absorb additional tasks during peak periods or transition phases.

• Willingness to support interim coverage needs during resource transitions.