NetSuite 支持经理
NetSuite Support Manager
#### 公司简介
Arista Networks 是数据驱动、从客户端到云的网络解决方案的行业领导者，适用于大型数据中心、校园和路由环境。我们与众不同之处在于对创新的不懈追求。我们利用云计算、人工智能和软件定义网络的最新进展，为客户提供在日益互联的世界中保持竞争优势的解决方案。我们的解决方案不仅满足当前数字环境的需求，还能预见并适应未来的挑战。
在 Arista，我们重视每位员工带来的多样化的思想和视角。我们认为，营造一个包容的环境，让来自不同背景和经历的个人感到受欢迎，是推动创造力和创新的关键。
我们对卓越的承诺使我们获得了一些备受推崇的奖项，如最佳工程团队、最佳多元化、薪酬和工作与生活平衡公司。在 Arista，我们以出色的成绩记录为荣，并努力在我们所做的每一件事中保持最高质量与性能标准。
#### 职位描述
**你将与谁合作**
NetSuite 支持主管/经理将负责确保全球企业 NetSuite ERP 系统的持续、高可用性和可靠运行。该职位结合了技术专长、功能知识和专注的服务管理，特别专注于领导一个全球团队，提供持续的事件解决、系统监控和二级/三级支持。你将是事件的升级点，也是系统运行健康的负责人。
**你将做什么**
**全球支持与运营管理**
- **事件管理：** 领导全球支持团队，有效分类、诊断和解决所有关键 NetSuite 生产问题，符合规定的服务级别协议（SLAs）。作为所有事件的主要升级点。
- **支持流程负责：** 定义、文档化并执行标准化的支持流程、沟通协议和升级矩阵，适用于所有 NetSuite 环境。
- **监控与主动维护：** 实施并监督强大的监控解决方案，主动识别系统健康问题、集成故障和性能瓶颈，防止影响最终用户。
- **根本原因分析（RCA）：** 推动严格的 RCA 流程，针对重复发生的事件进行深入分析。
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#### Company Description
Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.
At Arista we value the diversity of thought and perspectives that each employee brings to the table. We believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.
Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.
#### Job Description
**Who You'll Work With**
The NetSuite Support Lead/Manager will be responsible for ensuring the continuous, high-availability, and reliable operation of the NetSuite ERP system across our global enterprise. This role is a hybrid of technical expertise, functional knowledge, and dedicated service management, specifically focusing on leading a global team to provide continuous incident resolution, system monitoring, and Level 2/3 support. You will be the escalation point and the owner of the system's operational health.
**What You'll Do**
**Global Support & Operations Management**
- **Incident Management:** Lead the global support team to effectively triage, diagnose, and resolve all critical NetSuite production issues within defined Service Level Agreements (SLAs). Act as the primary escalation point for all incidents.
- **Support Process Ownership:** Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments.
- **Monitoring & Proactive Maintenance:** Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users.
- **Root Cause Analysis (RCA):** Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements.
- **System Stability:** Coordinate system maintenance, scheduled downtimes, and deployment activities, ensuring minimal disruption to global operations.
**Functional & Technical Support Management**
- **End-User Support:** Manage support requests related to user access, role permissions, custom forms, saved searches, and general functional usage across all core NetSuite modules (O2C, P2P, R2R).
- **Configuration & Administration:** Oversee all aspects of NetSuite administration, including user roles, permissions, form customization, custom records, workflows (SuiteFlow), and dashboards.
- **Integration Support:** Oversee the monitoring and troubleshooting of data flow and integration failures between NetSuite and integrated satellite systems (e.g., CRM, EDI, payroll).
- **Release Management:** Manage the impact of bi-annual NetSuite updates, including testing, communicating changes, and ensuring all customizations remain compatible.
- **Data Management:** Ensure data integrity and quality across the NetSuite environment; manage data migrations and periodic data cleansing activities
**SOX Compliance & Audit Management (Critical)**
- **Internal Controls (SOX):** Design, implement, document, and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.
- **Segregation of Duties (SoD):** Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.
- **Audit Support:** Serve as the primary contact for internal and external auditors for all NetSuite-related testing. Provide clear documentation, walkthroughs, and evidence related to system controls, change management, and financial data integrity.
- **Change Management:** Own and enforce a strict, SOX-compliant change management process for all NetSuite configurations, customizations, and deployments.
- **Remediation:** Drive the timely remediation of control deficiencies and findings identified during internal or external audits.
#### Qualifications
- BS/BA or higher in Computer Science or Management Information Systems
- 10+ years’ experience with ERP Mfg. /Supply chain/Finance & Accounting systems.
- 6+ years of experience in development of workflows with ERP customization platform.
- Deep functional knowledge of ERP core processes (Manufacturing, Procure to Pay, Order to Cash,Inventory Management, Accounting)
- Understanding of SOX compliancy requirements in financial systems
- Experience working in a complex environment with multiple business teams, such as Finance and Manufacturing is a must
- Strong oral and written communications skills with ability to create clearly defined business requirements documents, technical design documents and system architecture blueprints
**Compensation Information**
The new hire base pay for this role has a salary range of $118,000 to $170,000. Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Arista’s Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.
#### Additional Information
Arista Networks is an equal opportunity employer. Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or law law. All your information will be kept confidential according to EEO guidelines.