Application Support Analyst

About:

We are looking for a motivated and detail-oriented Application Support Analyst to join our IT team. The ideal candidate will have hands-on experience supporting NetSuite applications, including exposure to NetSuite System Access Requests (NSAR), and a strong customer-focused mindset. This role requires the ability to provide effective second-line support, collaborate with cross-functional teams, and continuously enhance system performance and user experience.

The candidate should demonstrate a strong willingness to learn new tools independently and be adaptable to working with platforms such as CaseLocker and Ragic. Exposure to AI tools and an interest in leveraging them for automation and efficiency improvements will be highly valued. The role involves close interaction with global stakeholders and requires flexibility to work in US shifts as part of a 24x7 support model

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Job Responsibilitie

• s:Provide Level 2 support for NetSuite and NetSuite Account Reconciliation (NSAR), ensuring timely resolution of user-reported issue
• s.Manage and support NSAR access requests, including user provisioning, governance, feature enhancements, and issue resolutio
• n.Collaborate with end users to understand, document, and resolve application-related issue
• s.Troubleshoot technical issues across NetSuite, NSAR, and integrated systems, performing root cause analysis to prevent recurrenc
• e.Work closely with development teams to investigate and resolve complex defects and system issue
• s.Conduct user training sessions to improve application adoption and effective system utilizatio
• n.Create and maintain documentation, including Standard Operating Procedures (SOPs), user guides, and knowledge base article
• s.Support the adoption, administration, and ongoing use of business applications such as CaseLocker and Ragi
• c.Collaborate with cross-functional teams to ensure seamless integrations between Salesforce, NetSuite, Ragic, CaseLocker, and DocuSig
• n.Demonstrate a willingness to learn and support additional business applications beyond NetSuite to meet evolving business need
• s.Adhere to Change Management Board (CMB) procedures and organizational policies for production deployments and system change
• s.Analyze and manipulate complex datasets using Microsoft Excel to support operational and business requirement
• s.Assist with system upgrades, enhancements, testing, and integration initiative
• s.Monitor application performance and proactively identify and address potential issue
• s.Generate reports and analyze trends to identify recurring problems and implement preventive measure
• s.Support system configuration and customization based on business requirement
• s.Stay informed of platform updates and recommend process or system improvements where appropriat
• e.Independently learn and adopt new tools and technologies to improve operational efficienc
• y.Collaborate with external vendors and support partners to resolve complex business and technical issue
• s.Leverage AI-powered tools (e.g., Microsoft Copilot) to improve support efficiency, automation, reporting, and knowledge managemen

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Skills and Qualifications Requir

• ed:Bachelor's or Master's degree in Information Technology, Computer Science, or a related analytical discipli
• ne.3–5+ years of experience in application support, software support, or business systems support rol
• es.Hands-on experience supporting NetSuite is mandato
• ry.Experience with NSAR, including access management and governance processes, is highly preferr
• ed.Strong customer service, stakeholder management, and relationship-building skil
• ls.Willingness to work in US business hours and support a 24x7 operational environment when requir
• ed.Proficiency in Microsoft Office applications, including Excel, PowerPoint, Teams, Outlook, and Wo
• rd.Advanced to expert-level proficiency in Microsoft Excel, including data analysis and reporti
• ng.Strong analytical, troubleshooting, and problem-solving capabiliti
• es.Ability to manage multiple priorities and work effectively in a fast-paced environme
• nt.Excellent verbal and written communication skills, with the ability to independently engage and support US-based stakeholde
• rs.Ability to work both independently and collaboratively within cross-functional tea
• ms.Demonstrated ability and eagerness to learn and support new business applications such as CaseLocker, Ragic, Salesforce, and DocuSi
• gn.Exposure to Salesforce, Ragic, CaseLocker, and DocuSign is considered an advanta
• ge.Familiarity with AI tools such as Microsoft Copilot or similar platforms for productivity, automation, and operational efficiency is preferr