Senior Support Analyst - NetSuite (Oracle)

Company Overview 

10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just facts. What makes us unique is that we have a true heart and soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place. In a nutshell, we believe in doing well, while doing good and know how to balance the two. 
 
Role 

We are looking for a Financial Systems Support Agent – NetSuite to join the Finance Systems team. The resource will act as the primary owner of the NetSuite support queue, ensuring smooth day-to-day operations, user support, and issue resolution across finance and accounting functions. 

The ideal candidate should have strong functional expertise in NetSuite ERP, excellent communication skills, and the ability to work independently while collaborating with internal stakeholders and technical teams. 
 
Responsibilities 

NetSuite Helpdesk & Functional Support 

• Manage and own the NetSuite helpdesk queue as the primary point of contact for all support requests  

• Triage, prioritize, troubleshoot, and resolve user issues within defined SLAs  

• Provide timely updates and maintain professional communication with end users  

• Document issue resolutions, troubleshooting steps, and recurring problems for knowledge management  

• Escalate advanced technical or configuration-related issues to the appropriate teams  

Access & Role Management 

• Handle user provisioning, role updates, and deactivations in NetSuite  

• Validate access requests against predefined role-based access controls  

• Maintain accurate audit documentation for user access changes and permissions  

• Support SOX compliance and audit-related activities  

Troubleshooting & System Support 

• Troubleshoot issues related to GL, AP, AR, Fixed Assets, Project Accounting, dashboards, workflows, and reporting  

• Reproduce issues in sandbox environments to validate root causes and solutions  

• Assist users with navigation, reporting, and operational queries  

• Coordinate with developers and third-party vendors for advanced technical support  

Reporting & Saved Searches 

• Build and customize saved searches, reports, and dashboards in NetSuite  

• Develop reusable reporting templates and operational reports  

• Validate reporting accuracy and ensure data integrity before delivery  

• Support users in understanding and utilizing reports effectively  

Documentation & Knowledge Base 

• Create and maintain SOPs, troubleshooting guides, and process documentation  

• Contribute to internal knowledge bases and training materials  

• Ensure all documentation remains structured, accurate, and audit-ready  

Coordination & Escalation 

• Work closely with Functional Leads and Digital Initiatives teams on escalations and support trends  

• Maintain proper handoff documentation during escalations  

• Participate in operational review meetings and support discussions  

Required Skills & Qualifications 

• 3+ years of hands-on NetSuite functional support or administration experience  

• Strong expertise in NetSuite saved searches, dashboards, reports, and role/permissions management  

• Experience supporting finance modules including GL, AP, AR, Fixed Assets, and/or Project Accounting  

• Strong troubleshooting and analytical skills  

• Excellent written and verbal communication skills  

• Ability to independently manage and prioritize support tickets  

• Experience working within structured support and escalation environments  

Preferred Qualifications 

• Familiarity with NSPB, Avalara, Rillion, FloQast, or similar financial systems  

• Basic understanding of accounting concepts such as reconciliations, AP/AR cycles, and month-end close  

• Exposure to SOX compliance and audit processes  

• Basic knowledge of SuiteScript, SuiteAnalytics Workbook, Celigo, or Boomi  

• Experience with ITSM/helpdesk tools such as FreshService or Azure DevOps  

• Background in Accounting or Finance is a plus  

• Prior experience in renewable energy, infrastructure, or project-based accounting environments will be preferred