Job Description:

What will you be responsible for?

• 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?

• 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?

• 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.