Job
Description
As a Senior Product Support Analyst at Infor, your role will involve being a subject matter expert on assigned Infor applications and modules. You will analyze, diagnose, and resolve complex product issues in a timely and efficient manner. Additionally, you will be the primary point of escalation for critical incidents and collaborate with product management and engineering to prioritize defect resolutions and product enhancements. Mentoring and guiding junior analysts, documenting solutions and best practices, and ensuring a positive support experience for customers will also be part of your responsibilities. You will contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality. Key Responsibilities: - Be a subject matter expert on assigned Infor applications and modules - Analyze, diagnose, and resolve complex product issues - Act as the primary point of escalation for critical incidents - Collaborate with cross-functional teams to prioritize defect resolutions and product enhancements - Mentor and guide junior analysts - Document solutions and best practices in the knowledge base - Ensure a positive support experience for customers - Contribute to proactive support initiatives and root cause analysis Qualifications Required: - Experience in enterprise software support, consulting, or related field - Troubleshooting experience across application, database, and integration layers - Experience with ERP LN Financials, HCM, SCM, or industry-specific software preferred - Experience with SQL and familiarity with APIs, XML, and scripting languages a plus - Customer engagement experience - Experience working in a fast-paced, global environment with cross-functional teams Infor is a global leader in business cloud software products, focused on industry-specific markets. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. If you are looking to join a global community of bold thinkers and innovators, where your expertise shapes industries and creates real-world impact, Infor could be the place for you. As a Senior Product Support Analyst at Infor, your role will involve being a subject matter expert on assigned Infor applications and modules. You will analyze, diagnose, and resolve complex product issues in a timely and efficient manner. Additionally, you will be the primary point of escalation for critical incidents and collaborate with product management and engineering to prioritize defect resolutions and product enhancements. Mentoring and guiding junior analysts, documenting solutions and best practices, and ensuring a positive support experience for customers will also be part of your responsibilities. You will contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality. Key Responsibilities: - Be a subject matter expert on assigned Infor applications and modules - Analyze, diagnose, and resolve complex product issues - Act as the primary point of escalation for critical incidents - Collaborate with cross-functional teams to prioritize defect resolutions and product enhancements - Mentor and guide junior analysts - Document solutions and best practices in the knowledge base - Ensure a positive support experience for customers - Contribute to proactive support initiatives and root cause analysis Qualifications Required: - Experience in enterprise software support, consulting, or related field - Troubleshooting experience across application, database, and integration layers - Experience with ERP LN Financials, HCM, SCM, or industry-specific software preferred - Experience with SQL and familiarity with APIs, XML, and scripting languages a plus - Customer engagement experience - Experience working in a fast-paced, global environment with cross-functional teams Infor is a global leader in business cloud software products, focused on industry-specific markets. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. If you are looking to join a global community of bold thinkers and innovators, where your expertise shapes industries and creates real-world impact, Infor could be the place for you.
