NetSuite Support Manager

Arista; United States; Hybrid; USD 118,000 - 170,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits package

Job summary

Arista Networks seeks a NetSuite Support Lead/Manager to ensure global ERP availability and reliability across our enterprise. You will lead a global team, own incident resolution, and oversee monitoring, Tier 2/3 support, and system health ownership.

This role combines technical, functional, and service-management duties, with a focus on SOX controls, change management, and continuous improvement across NetSuite modules (O2C, P2P, R2R).

Qualifications

• BS/BA or higher in Computer Science or Management Information Systems.
• 10+ years’ experience with ERP Mfg. /Supply chain/Finance & Accounting systems.
• 6+ years of experience in development of workflows with ERP customization platform.
• Deep functional knowledge of ERP core processes (Manufacturing, Procure to Pay, Order to Cash, Inventory Management, Accounting)
• Understanding of SOX compliance requirements in financial systems
• Experience working in a complex environment with multiple business teams, such as Finance and Manufacturing is a must
• Strong oral and written communication skills with ability to create clearly defined business requirements documents, technical design documents and system architecture blueprints

Responsibilities

• Global Support & Operations Management
• Incident Management: Lead the global support team to triage, diagnose, and resolve critical NetSuite production issues within SLAs.
• Support Process Ownership: Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for NetSuite environments.
• Monitoring & Proactive Maintenance: Implement and oversee robust monitoring solutions to identify system health issues before end-users are affected.
• Root Cause Analysis (RCA): Drive RCA processes for recurring incidents and translate failures into permanent fixes or improvements.
• System Stability: Coordinate system maintenance, scheduled downtimes, and deployments with minimal disruption.
• Functional & Technical Support Management: End-User Support, Configuration & Administration, Integration Support, Release Management, Data Management.
• End-User Support: Manage requests related to user access, roles, permissions, and general usage across core NetSuite modules (O2C, P2P, R2R).
• Configuration & Administration: Oversee NetSuite administration including roles, permissions, forms, workflows, dashboards.
• Integration Support: Monitor and troubleshoot data flow between NetSuite and satellite systems.
• Release Management: Manage impact of bi-annual NetSuite updates, testing, and communication of changes.
• Data Management: Ensure data integrity and quality; manage migrations and cleansing.

Skills

ERP systems

Workflow development

SOX compliance

Stakeholder management

Business requirements

Financial systems

Manufacturing processes

Communication skills

Education

BS/BA in CS or MIS

Job description

Job Description

Who You'll Work With

The NetSuite Support Lead/Manager will be responsible for ensuring the continuous, high-availability, and reliable operation of the NetSuite ERP system across our global enterprise. This role is a hybrid of technical expertise, functional knowledge, and dedicated service management, specifically focusing on leading a global team to provide continuous incident resolution, system monitoring, and Level 2/3 support. You will be the escalation point and the owner of the system's operational health.

What You'll Do

Global Support & Operations Management

Incident Management: Lead the global support team to effectively triage, diagnose, and resolve all critical NetSuite production issues within defined Service Level Agreements (SLAs). Act as the primary escalation point for all incidents.

Support Process Ownership: Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments.

Monitoring & Proactive Maintenance: Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users.

Root Cause Analysis (RCA): Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements.

System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities, ensuring minimal disruption to global operations.

Functional & Technical Support Management

• End-User Support: Manage support requests related to user access, role permissions, custom forms, saved searches, and general functional usage across all core NetSuite modules (O2C, P2P, R2R).
• Configuration & Administration: Oversee all aspects of NetSuite administration, including user roles, permissions, form customization, custom records, workflows (SuiteFlow), and dashboards.
• Integration Support: Oversee the monitoring and troubleshooting of data flow and integration failures between NetSuite and integrated satellite systems (e.g., CRM, EDI, payroll).
• Release Management: Manage the impact of bi-annual NetSuite updates, including testing, communicating changes, and ensuring all customizations remain compatible.
• Data Management: Ensure data integrity and quality across the NetSuite environment; manage data migrations and periodic data cleansing activities.

SOX Compliance & Audit Management (Critical)

Internal Controls (SOX): Design, implement, document, and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.

Segregation of Duties (SoD): Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.

Audit Support: Serve as the primary contact for internal and external auditors for all NetSuite-related testing. Provide clear documentation, walkthroughs, and evidence related to system controls, change management, and financial data integrity.

Change Management: Own and enforce a strict, SOX-compliant change management process for all NetSuite configurations, customizations, and deployments.

Remediation: Drive the timely remediation of control deficiencies and findings identified during internal or external audits.

Qualifications

• BS/BA or higher in Computer Science or Management Information Systems
• 10+ years’ experience with ERP Mfg. /Supply chain/Finance & Accounting systems.
• 6+ years of experience in development of workflows with ERP customization platform.
• Deep functional knowledge of ERP core processes (Manufacturing, Procure to Pay, Order to Cash, Inventory Management, Accounting)
• Understanding of SOX compliance requirements in financial systems
• Experience working in a complex environment with multiple business teams, such as Finance and Manufacturing is a must
• Strong oral and written communication skills with ability to create clearly defined business requirements documents, technical design documents and system architecture blueprints

Compensation Information

The new hire base pay for this role has a salary range of $118,000 to $170,000. Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Arista’s Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.

Additional Information

Arista Networks is an equal opportunity employer. Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or law. All your information will be kept confidential according to EEO guidelines.