IT Support Executive (Contract)

ABOUT THE ROLE
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.
ROLES AND RESPONSIBILITIES
• 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