NetSuite Support Analyst

At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub. 

Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.

We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills:

• Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity
• Strong communication skills
• Strong problem solving and analytical skills
• Excellent problem-solving ability
• Would like to work as part of a self-organizing Scrum team in a scaled agile framework
• Must be a self-starter and loves to collaborate with the team and client

Job Summary 

Provides dedicated first-line support for the NetSuite helpdesk queue, delivering timely and high-quality assistance to users. The role independently manages day-to-day support requests, troubleshoots functional issues, and serves as a reliable extension of the internal team while supporting ongoing business operations.

Helpdesk Queue Management

• Independently own the NetSuite helpdesk ticket queue as primary point of contact for all user-submitted requests
• Triage, categorize, and prioritize incoming tickets; resolve independently where within scope and escalate appropriately where not
• Maintain clear, professional communication with users throughout issue resolution — setting expectations on timelines and next steps
• Track and document ticket status, resolution steps, and outcomes for auditability and knowledge base development
• Meet or exceed defined SLAs for ticket response and resolution

Access & Permissions Management

• Process new user provisioning, role changes, and deactivations in NetSuite following approved access control policies
• Validate access requests against role-based permissions frameworks; escalate non-standard or elevated access requests to the Functional Lead for review
• Maintain documentation of role assignments and changes for SOX compliance and audit support

Troubleshooting & User Support

• Diagnose and resolve common NetSuite issues including transaction errors, workflow failures, data discrepancies, login issues, and dashboard/reporting problems
• Guide users through system navigation, process steps, and self-service capabilities
• Reproduce issues in the sandbox environment to validate root cause and solution prior to applying fixes in production
• Escalate complex technical issues requiring SuiteScript, integration, or developer involvement to the appropriate internal or third-party resource

Report & Saved Search Building

• Build and modify saved searches, reports, and dashboards in NetSuite to fulfill user requests for operational visibility
• Develop standard templates and reusable reporting components where recurring needs are identified
• Validate report logic and output accuracy before delivery; walk users through interpreting and using delivered reports

Documentation & Knowledge Management

• Maintain a living knowledge base of common issues, resolutions, access procedures, and how-to guides
• Document all processes in a clear, auditable format accessible to internal stakeholders
• Contribute to user training materials and self-service resources under the direction of the Functional Lead

Escalation & Coordination

• Escalate process design questions, workflow configuration changes, and functional enhancements to the NetSuite Functional Lead
• Escalate technical development needs (SuiteScript, custom integrations, advanced automations) to the designated third-party developer resources
• Maintain clear handoff documentation when escalating; do not allow tickets to fall through handoff gaps
• Participate in periodic check-ins with internal team leads to review queue health, escalation trends, and emerging issues

Qualifications

Required

• 3+ years of hands-on NetSuite experience in a functional support or administration capacity
• Demonstrated proficiency with NetSuite saved searches, reports, dashboards, and role/permissions management
• Experience troubleshooting NetSuite issues across core modules: GL, AP, AR, Fixed Assets, and/or Project Accounting
• Ability to work independently and manage a ticket queue with minimal daily supervision
• Strong written English communication skills — professional, clear, and user-friendly in all correspondence
• Comfortable operating in a structured escalation model and following defined protocols

Preferred / Additive

• Familiarity with adjacent financial systems such as NetSuite Planning & Budgeting (NSPB), Avalara, Rillion, or FloQast
• Working knowledge of financial accounting principles (AP/AR cycles, month-end close, reconciliation concepts)
• Experience in energy, infrastructure, real estate, or project-based accounting environments
• Exposure to SOX compliance processes or audit support activities
• Basic familiarity with SuiteScript, SuiteAnalytics Workbook, or NetSuite integration platforms (Celigo, Boomi)
• Experience with IT helpdesk or ITSM tools (FreshService, ADO, or similar)
• Accounting or finance background (degree, certification, or equivalent experience)