NetSuite Support Analyst

Eagle Wireless•Saint Louis Park, MN

13d

About The Position

The NetSuite Support Analyst is Eagle Wireless's first line of NetSuite support, independently resolving user requests, addressing training and process gaps, and maintaining clean system data. The role supports a live, multi-subsidiary NetSuite account used for order-to-cash, procure-to-pay, inventory, and manufacturing records across the United States, Malaysia, Serbia, Germany, and Canada. It is a support and analysis position, not a development role, and does not require SuiteScript. The analyst works from the HELP desk in Jira and documents procedures in the NetSuite Platform space in Confluence. The position is based in Saint Louis Park, Minnesota, with asynchronous support for users in Asia and Europe time zones. The NetSuite Administrator is remote, and the analyst's work allows that administrator to focus on platform design, integrations, and projects. The analyst independently handles user access using existing roles, saved searches and reports, layout changes to existing forms, individual transaction corrections, and creation of order codes, items, and vendor records according to documented procedures. New roles, fields, records, mass updates, workflows, scripts, integrations, and company setup are routed to the NetSuite Administrator. Every change is documented on its ticket. The role is organized around three areas: user support and HELP tickets (about 50%), training and documentation (about 30%), and system cleanup and follow-through (about 20%).

Requirements

At least 3 years as a hands-on NetSuite user, analyst, or support specialist, working in the system daily.
Working knowledge of NetSuite order-to-cash and procure-to-pay processes, including sales orders, fulfillments, invoices, purchase requisitions, purchase orders, item receipts, and vendor bills.
Experience with NetSuite inventory and manufacturing records, including items, BOMs, work orders, lot numbers, inventory adjustments, and returns.
Ability to build saved searches and reports independently, including joins, formulas, and summary criteria.
Understanding of NetSuite roles and permissions sufficient to distinguish access issues from data or process issues.
Very fluent written and spoken English (C1 or above), with the ability to write clear documentation and explain steps to users who speak English as a second language.
Comfort working a ticket queue independently and deciding what to fix, escalate, and document.
A degree or equivalent relevant experience.

Responsibilities

Triage and resolve NetSuite HELP desk tickets, including access requests, login and two-factor authentication issues, transaction errors, missing data, and how-to questions.
Create and correct order codes, item records, packing BOM visibility, and manufacturing status; create vendor records after validating vendor onboarding forms.
Identify the root cause of issues and classify them as training, process, data, configuration, or system defects.
Correct transaction-level problems, such as fulfillments that cannot be marked complete or requisitions missing a department.
Route work requiring design to EWIT with clear requirements and keep requesters informed.
Provision and deprovision NetSuite users using existing roles and onboarding and offboarding checklists.
Support users in Asia and Europe time zones asynchronously through Jira and Teams.
Write and maintain how-to guides in the NetSuite Platform space in Confluence, beginning with processes associated with the most frequent tickets.
Develop role-based training for new hires and conduct departmental refresher sessions for Finance, Sales, Operations, and Product.
Recruit and support a super-user at each site to handle local first-level questions.
Convert recurring issues into concise guides, form changes, or import procedures to prevent repeat tickets.
Report monthly on ticket volume, root-cause categories, and training delivered for IT's monthly help desk patterns review.
Check for duplicate customers, vendors, and items, and merge or inactivate records with record-owner agreement and NetSuite Administrator approval.
Monitor incomplete transactions, including unfulfilled sales orders, unreceived purchase orders, unbilled fulfillments, pending approvals, and open work orders.
Send owners weekly lists of stale or incomplete transactions and follow up until they are closed.
Escalate items that remain open past their due dates to the team lead and NetSuite Administrator.
Build saved searches and dashboards that automatically flag duplicates and incomplete transactions.
Document every change on its ticket.