Senior Specialist 2, Information Technology Technical Support & Maintenance

About the role

The Senior Specialist 2, IT Technical Support & Maintenance supports and maintains the NetSuite ERP environment and its integrations with Workato, Zone (AP automation tool), and RF-SMART.

Responsibilities

• Provide Tier 1 and Tier 2 support for NetSuite users across Finance, Procurement, Supply Chain, Manufacturing and Quality.
• Troubleshoot issues related to transactions, workflows, saved searches, roles, and permissions.
• Cook up and support planned NetSuite releases, patches, and approved system changes.
• Aid in testing and deploying NetSuite updates, customizations, and new features.
• Maintain system configurations and ensure proper documentation of changes.
• Monitor and support integrations between NetSuite and: Workato (for automated workflows and data sync), Zone (AP automation tool), RF-SMART (for warehouse and inventory operations).
• Collaborate with vendors and internal teams to resolve integration errors and optimize performance.
• Document integration workflows and maintain configuration records.
• Ensure all system configurations, workflows, and access controls adhere to SOX (Sarbanes-Oxley) compliance standards, including audit trail integrity and segregation of duties.
• Support GxP (Good Practice) compliance by maintaining validated systems, documenting changes, and participating in periodic reviews and audits.
• Work closely with internal audit, QA, and compliance teams to ensure systems meet regulatory and operational requirements.
• Create and maintain user guides, FAQs, and training materials for NetSuite and integrated tools.
• Conduct onboarding and refresher training sessions for end users.
• Perform routine system health checks, data validations, and performance monitoring.
• Plan and execute maintenance activities, including scheduled downtime, patching, and configuration updates.
• Support audit and compliance efforts by ensuring proper access controls and data integrity.
• Identify opportunities to improve system usability, efficiency, and reliability.
• Participate in enhancement projects and cross-functional initiatives related to ERP and automation.

Requirements

• At least 8 years of IT experience with at least 2 years of experience supporting NetSuite ERP in a technical or functional role.
• An equivalent combination of experience and education may be considered.
• Familiarity with Workato or similar integration platforms.
• Experience with AP automation tools (Zone preferred) and warehouse management systems (RF-SMART preferred).
• Understanding of SOX and GxP compliance requirements in an IT or systems context.
• Strong troubleshooting and analytical skills.
• Excellent communication and documentation abilities.
• NetSuite Administrator or SuiteFoundation certification is preferred.
• Experience with scripting (SuiteScript, JavaScript) or integration logic is preferred.
• Background in supporting validated systems in a life sciences or regulated environment is preferred.