Business Systems Services Manager

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

The Business Systems Manager - NetSuite is responsible for managing and optimizing the NetSuite

system within an organization. They serve as the main point of contact for all NetSuite-related

matters, collaborating with various stakeholders to gather requirements, design solutions,

implement changes, and provide ongoing support. Business system Manager- NetSuite plays a

critical role in ensuring the effective utilization and continuous improvement of NetSuite to meet the

organization's business needs.

Key Responsibilities:

NetSuite System Management:

●Configure and customize NetSuite to align with business processes and requirements.

●Oversee system security, user roles, and permissions.

●Manage data integrity, data migration, and data governance activities.

●Collaborate with IT teams to ensure system availability, scalability, and performance.

Requirements Gathering and Analysis:

●Collaborate with stakeholders across departments to understand their business needs and

translate them into NetSuite requirements.

●Conduct workshops, interviews, and document analysis to identify and prioritize system

enhancements.

●Analyze complex business processes, workflows, and data flows to identify areas

for improvement and optimization.

●Create detailed functional specifications and user stories to guide system

changes and development.

Solution Design and Implementation:

●Design and configure NetSuite solutions that meet business requirements, leveraging native

functionality and customization tools.

●Lead or participate in system implementation projects, coordinating activities with cross-

functional teams and external vendors.

●Conduct system testing, including unit testing, integration testing, and user acceptance

testing.

●Develop and deliver user training and documentation to ensure effective adoption of new

system features and processes.

Ongoing Support and Optimization:

●Provide day-to-day support to NetSuite users, troubleshooting issues, and resolving system-

related problems.

●Conduct regular system audits to identify and address data inconsistencies, process gaps,

and performance bottlenecks.

●Stay up-to-date with NetSuite releases, new features, and best practices, recommending and

implementing system enhancements as appropriate.

●Continuously evaluate system usage and user feedback to identify opportunities for process

improvement and automation.

●Cross-functional Collaboration:●Collaborate with finance, operations, sales, and other departments to understand their

specific needs and align NetSuite functionality accordingly.

●Work closely with IT teams, developers, and third-party vendors to integrate NetSuite with

other business systems and applications.

●Serve as a liaison between business stakeholders and technical teams, ensuring effective

communication and alignment of objectives.

●Understanding compliance requirements like SOX and change management.

 

Bachelor's degree in computer science, information systems, business administration, or a

related field.

●Proven experience as a NetSuite Administrator or Business Analyst, preferably in a senior

role with 10+ years of experience.

●Strong understanding of business processes, finance, and accounting principles including

ERP modules such as P2P, O2C, ARM and GL

●In-depth knowledge of NetSuite modules and functionality, including SuiteAnalytics,

SuiteFlow, SuiteScript, and SuiteBuilder.

●Experience with system configuration, customization, and data migration in NetSuite.

●Proficiency in requirements gathering, business process modeling, and functional

documentation.

●Excellent analytical and problem-solving skills with the ability to translate complex business

requirements into practical system solutions.

●Strong project management skills, with the ability to lead and prioritize multiple initiatives

simultaneously.

●Effective communication and collaboration skills, with the ability to work with stakeholders

at all levels of the organization.

●NetSuite certifications (such as SuiteFoundation, SuiteAnalytics, SuiteCloud Developer) are a Plus.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.