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We are looking for a contract IT Support Executive to join our team on a temporary basis. You will support OA (Office Automation) — a company-wide workflow system built on SharePoint and integrated with Oracle NetSuite. Your main responsibility is to handle and resolve support tickets across 500+ workflows. This role follows an established support process with structured documentation, so strong attention to clear case notes and knowledge capture is important.
Job Responsibility:
Triage and investigate OA support tickets, covering workflow platform issues, workflow logic errors, NetSuite integration failures, and access/permission problems
Diagnose and resolve issues such as stuck approvals, field mapping errors, data sync failures, and configuration errors
Document findings clearly in the team's knowledge base (case notes, diagnostic logs, root cause statements)
Liaise with process owners, approvers, and finance staff to gather context and validate fixes
Escalate unresolved issues with sufficient diagnostic detail for senior engineers or vendors
Contribute to the team's shared diagnostic skills and pattern library
Requirements:
Hands-on experience with SharePoint on-premise (administration, workflows, permissions)
Familiarity with approval workflow systems and common failure modes
Ability to read and interpret workflow logic, form field configurations, and integration logs
Strong systematic troubleshooting skills — able to form hypotheses, run diagnostic steps, and document dead ends
Clear written communication for technical knowledge documentation
Nice to have:
Experience with Oracle NetSuite (field mapping, API integration, sync error analysis)
Experience with SharePoint workflow tooling (SharePoint Designer, Nintex, or similar)
Familiarity with middleware or scheduled job-based ERP integrations