• kategorisierst, priorisierst und bearbeitest eingehende Serviceanfragen • analysierst bestehende IT-Infrastrukturen und Kundenumgebungen • übernimmst Remote-Unterstützung unserer Kunden und bist gelegentlich auch vor Ort tätig • bearbeitest Störungen, Änderungswünsche und allgemeine Anfragen • erstellst verständliche und praxisnahe Dokumentationen • leitest und begleitest IT-Projekte von der Planung bis zur Übergabe • sorgst für strukturierte Projektkommunikation und koordinierst beteiligte Teams • wächst gemeinsam durch neue Herausforderungen und Weiterentwicklung • nutzt kreativen Freiraum, um Ideen einzubringen und Prozesse weiterzuentwickeln • arbeitest selbstständig, strukturiert und übernimmst Verantwortung

• Designing, implementing, configuring, and deploying Google Workspace, M365, and Slack Enterprise+ environments, including Gmail, Drive, Teams, and SharePoint. • Overseeing implementation and migration projects, ensuring timely delivery, budget adherence, and alignment with established quality standards. • Configuring and managing integrations between collaboration platforms and business tools while automating workflows using REST API, PowerShell, or scripting. • Providing 3rd tier support for all collaboration tools, diagnosing and resolving complex technical issues promptly to minimize disruption to users. • Collaborating with IAM and security teams to implement and strengthen security measures and compliance policies across all platforms. • Developing technical documentation, user guides, and FAQs while delivering training, monitoring performance, recommending improvements, and staying updated on SaaS trends.

• Partner with Finance stakeholders to gather, document, and validate business requirements • Translate business needs into clear technical specifications and system configurations within NetSuite • Support the ongoing health, stability, and performance of finance systems, including issue diagnosis and resolution • Document “as-is” and “to-be” processes to support structured system improvements • Execute system enhancements, configurations, and testing cycles (including UAT) • Maintain system documentation, workflows, and change logs within Jira and Confluence • Contribute to process optimization initiatives that improve efficiency, controls, and data integrity

• Internal point person for Acumatica • Lead for new acquisition system integration • Serve as a subject matter expert for business systems • Ensure the stability, integrity, and efficient operation of business systems • Consult with various stakeholders to gather system requirements • Modify and configure systems to meet business needs and stakeholder requirements • Develop, analyze, and maintain new or current system processes and workflows • Ensure the stability and integrity of all systems and system data • Identify, evaluate, and implement new systems or enhancements to existing systems • Participate in the implementation of system patches, updates, and maintenance • Develop and execute test plans and scripts, as well as other quality assurance measures; lead testing such as user acceptance, performance, security, usability, etc. • Collect user feedback regarding system performance and work with team to solution issues • Collaborate with cross-functional staff to streamline solution implementations • Provide advanced customer service and functional support to end-users in area of expertise • Monitor, troubleshoot, and resolve system issues • Maintain relationships with vendors; work with vendors on bug fixes, new features, and proper use of products • Assist with implementing "workarounds" when system issues affect operations or when resources are limited • Develop and provide trainings, demonstrations, and regular communication to end-users • Maintain records of system integrations, changes, and incidents • Lead portions of large tasks or projects; build and maintain project management skills • Maintain awareness of accessibility, compliance, and security policies and guidelines.