NetSuite Senior Support Analyst

M&C Saatchi Group is a creative company that connects specialist expertise, fuelled by data and technology, to help clients navigate, create, and lead meaningful change. Headquartered in London, operations span 23 countries with major hubs in the UK, Europe, Middle East & Africa, Asia, and Australia. The M&C Saatchi Group Finance Systems team is responsible for supporting and enhancing the use of NetSuite (ERP) and Adaptive Insights (forecasting/consolidation) across the M&C Saatchi plc global group. The team comprises both UK and SA based employees and this role will form part of a UK based support team. ABOUT THE ROLE The focus of this role will be to provide high quality expert financial systems support to users and proactively assist in training and user education. You will create and maintain administration and user documentation and aid in the identification of functional improvements and participate in their design, testing and implementation. You will also provide project support for solution implementations and rollouts. Responsibilities: Provide high quality and expert financial systems support to our global user community. Manage user support calls in a timely manner using agreed incident management processes and systems and within agreed SLAs. Manage user expectations in a professional and customer orientated manner to provide a high-quality customer service. Continuously strive to improve service, processes, and use of Finance Systems. Assist in the maintenance and coordination of user setup and security. Actively engage in projects being undertaken to improve finance systems, including the testing of new processes to ensure they meet business requirements. Aid in the identification of functional improvements by understanding the root cause of user issues. Develop an understanding of customised NetSuite solutions and peripheral integrated systems. Create and maintain administration and user documentation. Ensure all relevant documentation is stored and published within appropriate systems (i.e. virtual files and Intranet). Assist in the creation and maintenance of training documentation and scripts. Assist in the provision of training courses as required, to ensure all Finance users have the appropriate knowledge for their role. ABOUT YOU Previous experience of finance systems support is necessary, including use of a ticket management system. 3-5 years NetSuite support experience essential. Willingness to learn new systems and underlying technologies to problem solve. Excellent finance transactional processing knowledge gained within a Finance operational or systems role. Excellent communication and negotiation skills in a service-oriented environment. Ability to multi-task and work under pressure with excellent time management skills. Although teamwork is vital, an ability to work on your own, therefore taking the initiative and having a desire to get the job done. Ability to adapt to and implement change. A flexible approach and a can-do attitude a must. Experience working in a global organisation with complex structures. Ability to work with others remotely is essential as team is split over multiple locations and support is provided to a global user base. Experience within a support and training function. WHAT YOU GET For the right candidate, we will offer a competitive salary and benefits package which includes 27 days annual holiday, private healthcare, employer contributory pension, life assurance and income protection. We also offer a host of benefits that support wellbeing including subsidised gym membership, whilst our commitment to Diversity and Inclusion sees us offer learning opportunities around D&I, mentoring programmes and the opportunity for all to participate in a number of active Employee Led Networks and associated events. Finally, this role will be supported with all the necessary personal development required to set someone up for success. ABOUT M+C SAATCHI GROUP M+C Saatchi Group has pledged its commitment to create a company that values difference, with an inclusive culture. As part of this M+C Saatchi Group continues to be an Equal Opportunity Employer which does not and shall not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on merit, without regard for any personal characteristics. If you require any reasonable adjustments throughout the recruitment and selection process, please make us aware as part of your application. All employee information is kept confidential according to General Data Protection Regulation (GDPR). #LI-HB1