IT Applications Operations Engineer - Netsuite

  About Signant Health At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency. Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals. If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.   About the Role Drive operational excellence and continuous optimization of NetSuite ERP applications by leading system administration, integration management, and performance monitoring activities.    This role exists to maximize NetSuite platform reliability, ensure seamless business process automation, and deliver exceptional application performance through proactive monitoring, data-driven insights, and technical innovation.    The NetSuite IT Applications Operations Engineer acts as the technical authority for NetSuite operations, serving as the escalation point for complex application issues while driving system maturity, scalability, and alignment with evolving business requirements.      What you will do Provide expert-level NetSuite application support across global business users, including executive-level assistance and critical business process escalations. Lead advanced troubleshooting of NetSuite issues using AI-assisted diagnostic tools, Suite Script debugging, and automation to improve incident resolution speed and system reliability. Serve as the escalation point for complex NetSuite technical issues, performing root-cause analysis, coordinating hotfixes, and maintaining clear communication during system outages or performance degradations. Maintain comprehensive documentation, knowledge base articles, and self-service resources for common platform issues. Own NetSuite operational services end-to-end, including system configuration management, release planning, integration monitoring, performance optimization, and operational KPI tracking. Lead technical delivery of NetSuite enhancements and upgrades, including test environment management, UAT coordination, deployment execution, and change management oversight. Maintain NetSuite security controls and compliance standards in collaboration with Security and Audit teams; monitor access controls, analyze audit logs, and escalate security risks proactively. Coordinate NetSuite integrations and data flows with third-party systems; manage API connections, middleware health monitoring, and vendor relationship management for connected applications. Support NetSuite modules across Finance, Supply Chain, CRM, and Procurement. Ensure seamless operation of workflows, saved searches, reports, and dashboards critical to business operations. Identify and lead NetSuite optimization initiatives through automation (SuiteFlow, SuiteScript), customization refinement, process redesign, and adoption of modern NetSuite features and best practices.      Attribute  What This Looks Like  Agility  Navigates rapidly evolving tools and organizational demands; leads others through change with clarity.  Resilience  Performs effectively under pressure, especially during outages or executive escalations; models calm, solution‑focused leadership.  Curiosity  Proactively explores emerging technologies (AI, automation, endpoint management innovations) and brings new ideas into practice.  Ownership Mindset  Takes full accountability for service outcomes, not just tasks; drives improvements without being asked.  Learning Velocity  Quickly master's complex technical domains; upskills others; stays current on cloud, automation, and digital workplace trends.  Collaboration  Communicates clearly with executives, stakeholders, and technical teams; influences outcomes and resolves cross‑team issues effectively.  Preferred Qualifications These capabilities form the baseline for effectiveness in this role:  Advanced Problem Solving: Expert in diagnosing complex, multi‑layered issues; drives RCA and continuous improvement.  High‑Stakes Communication: Communicates confidently with executives during incidents, providing clear and actionable updates.  Technical Leadership: Coaches team members, leads technical workstreams, and drives adherence to best practices.  Process & Service Optimization: Identifies and operationalizes automation opportunities; improves workflows using data insights.  Customer Empathy: Understands high‑impact user groups (executives, leadership teams) and tailors service delivery accordingly.    Attribute  What This Looks Like  Agility  Navigates rapidly evolving tools and organizational demands; leads others through change with clarity.  Resilience  Performs effectively under pressure, especially during outages or executive escalations; models calm, solution‑focused leadership.  Curiosity  Proactively explores emerging technologies (AI, automation, endpoint management innovations) and brings new ideas into practice.  Ownership Mindset  Takes full accountability for service outcomes, not just tasks; drives improvements without being asked.  Learning Velocity  Quickly master's complex technical domains; upskills others; stays current on cloud, automation, and digital workplace trends.  Collaboration  Communicates clearly with executives, stakeholders, and technical teams; influences outcomes and resolves cross‑team issues effectively.  Core Technical Capabilities Demonstrated ability in the following areas (depth will vary by candidate):  Platform Administration & Configuration   Covers end-to-end system setup including company settings, record/form management, roles, saved searches, workflows, and basic customization.  Security and Access Governance  Owns access control policies, role recertification, audit trail monitoring, and enforces MFA/SSO alignment across all user roles.  SuiteFlow (Workflow Automation)  Builds point-and-click process automations — approvals, field updates, scheduled actions — without code, knowing when to escalate scripting.  Saved Searches & Reporting  Creates and maintains searches across financial, operational, and inventory domains, including formula-based and dashboard-feeding reports.  Integration Management   Manages CSV imports, API integration logs, and coordinates with middleware tools like Boomi for third-party connectivity.  Release Management & Continuous Optimization   Monitors NetSuite releases and proactively identifies new automations, unused features, and process improvements between update cycles.  SuiteScript Development (2.x) - Preferred   Develops and maintains server-side scripts including map/reduce, RESTlets, and scheduled scripts while managing governance limits.    What Success Looks Like First 90 days: Learn, Listen, Orient  Met with key stakeholders across Finance, Operations, and IT to understand pain points/pending requests and identify primary business owners for each module.  Understands the internal ticket/support workflow and has begun triaging and resolving Tier 1 support requests independently.  Established a repeatable process for user onboarding, role assignment, and access reviews.  Identified two to three low-effort/high-impact improvements (broken saved searches, misconfigured roles, redundant workflows) and addressed them.  Understands the release schedule and has reviewed the most recent NetSuite update notes.  First 6 months: Contribute, Build, Stabilize  Consistently resolving Tier 1 and Tier 2 support tickets within agreed SLAs with minimal escalation.  Demonstrate mastery of AI‑assisted troubleshooting and automation‑first practices.  Created or significantly updated internal documentation covering role configurations, key workflows, and customization inventory.  Owns the saved search and reporting library — knows which searches are business-critical and has cleaned up or retired stale ones.  Reduce incident recurrence through RCA and proactive problem management.  First year: Own, Optimize, Lead  Fully owns the NetSuite environment — configuration, customization, integrations, and release management — with minimal oversight.  Led or supported at least one significant project — a module of expansion, new integration, or major customization initiative.  Developed a roadmap of prioritized platform improvements aligned to business OKRs.  Demonstrate year‑over‑year improvement across service KPIs for owned areas.    Why Signant Health? At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster — improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.   We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation — not just maintain the status quo.   If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.