Application Support Analyst

REPORTING RELATIONSHIP

POSITION REPORTS TO: ASSOCIATE DIRECTOR IT

DEPARTMENT: TECHNOLOGY

POSITION LOCATION: INDIA (REMOTE)

POSITION SUMMARY

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.

Job Responsibilities

• Provide Level 2 support for NetSuite and NetSuite Account Reconciliation (NSAR), ensuring timely resolution of user-reported issues.

• Manage and support NSAR access requests, including user provisioning, governance, feature

enhancements, and issue resolution.

• Collaborate with end users to understand, document, and resolve application-related issues.

• Troubleshoot technical issues across NetSuite, NSAR, and integrated systems, performing root cause analysis to prevent recurrence.

• Work closely with development teams to investigate and resolve complex defects and system issues.

• Conduct user training sessions to improve application adoption and effective system utilization.

• Create and maintain documentation, including Standard Operating Procedures (SOPs), user guides, and knowledge base articles.

• Support the adoption, administration, and ongoing use of business applications such as CaseLocker and Ragic.

• Collaborate with cross-functional teams to ensure seamless integrations between Salesforce, NetSuite, Ragic, CaseLocker, and DocuSign.

• Demonstrate a willingness to learn and support additional business applications beyond NetSuite to meet evolving business needs.

• Adhere to Change Management Board (CMB) procedures and organizational policies for production deployments and system changes.

• Analyze and manipulate complex datasets using Microsoft Excel to support operational and business requirements.

• Assist with system upgrades, enhancements, testing, and integration initiatives.

• Monitor application performance and proactively identify and address potential issues.

• Generate reports and analyze trends to identify recurring problems and implement preventive measures.

• Support system configuration and customization based on business requirements.

• Stay informed of platform updates and recommend process or system improvements where appropriate.

• Independently learn and adopt new tools and technologies to improve operational efficiency.

• Collaborate with external vendors and support partners to resolve complex business and technical issues.

• Leverage AI-powered tools (e.g., Microsoft Copilot) to improve support efficiency, automation,

reporting, and knowledge management.

Skills and Qualifications Required

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related analytical discipline.

• 3–5+ years of experience in application support, software support, or business systems support roles.

• Hands-on experience supporting NetSuite is mandatory.

• Experience with NSAR, including access management and governance processes, is highly preferred.

• Strong customer service, stakeholder management, and relationship-building skills.

• Willingness to work in US business hours and support a 24x7 operational environment when required.

• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Teams, Outlook, and Word.

• Advanced to expert-level proficiency in Microsoft Excel, including data analysis and reporting.

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

• Excellent verbal and written communication skills, with the ability to independently engage and support US-based stakeholders.

• Ability to work both independently and collaboratively within cross-functional teams.

• Demonstrated ability and eagerness to learn and support new business applications such as CaseLocker, Ragic, Salesforce, and DocuSign.

• Exposure to Salesforce, Ragic, CaseLocker, and DocuSign is considered an advantage.

• Familiarity with AI tools such as Microsoft Copilot or similar platforms for productivity, automation, and operational efficiency is preferred.