Senior Specialist 2, Information Technology Technical Support & Maintenance

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POSITION SUMMARY:

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. This role will provide day-to-day technical support, manage system maintenance activities, assist with planned releases and approved changes, maintain user-level security, troubleshoot integration issues, and ensure systems operate in alignment with SOX (Sarbanes-Oxley) and GxP (Good Practice) compliance requirements.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

These may include but are not limited to:

NetSuite Support

• 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.

• Coordinate and support planned NetSuite releases, patches, and approved system changes.

• Assist in testing and deploying NetSuite updates, customizations, and new features.

• Maintain system configurations and ensure proper documentation of changes.

Integration Support

• 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.

Compliance & Governance

• 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.

User Training & Documentation

• Create and maintain user guides, FAQs, and training materials for NetSuite and integrated tools.

• Conduct onboarding and refresher training sessions for end users.

System Monitoring & Maintenance

• 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.

Continuous Improvement

• Identify opportunities to improve system usability, efficiency, and reliability.

• Participate in enhancement projects and cross-functional initiatives related to ERP and automation.

• Other duties as assigned

EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES:

• 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.

ENVIRONMENTAL CONDITIONS:

Physical Activities: On a continuous basis, be at a desk for a long period of time; intermittently answer the telephone and type on a computer. Some walking and lifting up to 20 lbs. may be required. The noise level in the work environment is usually low to moderate.

The physical requirements described above are representative of those that must be met by an employee to successfully perform the essential functions and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities of this job.

Laboratory Activities, if applicable: Biology and chemical laboratory environments experience needed. Environmental health and safety requirements also apply.

TRAVEL:

Travel may be required up to 5% of your time.