Product Support Analyst – Infor Xa

Description Requirements As a Support Software Engineer for the XA ERP Enterprise Resource Planning product you are responsible for resolving customer product issues focusing on achieving timely updates and resolutions and delivering a superior product and technical support You will have the opportunity to work on Financial Manufacturing and Supply Chain modules as well as technologies such as integration tools and development frameworks In this role you will work in close collaboration with other skilled software engineers and business analysts and will be challenged to learn a variety of modules and technologies allowing you to grow professionally Key Responsibilities Resolve customer product issues utilizing analytical skills in problem interpretation checking logs replications and utilizing the tracking system support materials communications channels and tools Provide a high-quality and professional customer experience while meeting or exceeding established KPIs and creating quality knowledge content Develop application knowledge in the specific product suite technical environment and technologies Adhere to incident management standards and is always abreast of updates to tools and standard operating procedures Participate in special projects and takes on special assignments as needed Assist support analysts and serves as a resource for others as needed Manage multiple incidents problems while working in high-visibility situations Work independently and with minimal supervision to complete tasks and assignments as directed Coordinate with internal product and hosting teams to ensure the timely resolution of customer issues Contribute to our ever-growing Knowledge Base Articles Identify and promote opportunities to reduce the amount of direct support required through product improvements training online support and self-service Key Requirements Experience Minimum of 3 years maximum 8 years of related experience with a Bachelor s degree or 3 years and a Master s degree or equivalent work experience Good communication skills verbal and written in English Experience in customer-facing roles for any enterprise software Background with an ERP system Functional Domain knowledge in Manufacturing or Supply Chain IBMi Knowledge is a plus Powerlink Netlink IDF Knowledge is a plus Customer management skills with a high commitment to customer satisfaction Excellent analytical skills and systematic approach to problem-solving Candidate is willing to work in the US time zone EST PST shift on a rotation basis Japanese language skills are a plus About Infor Infor is where ambition meets impact Join a global community of bold thinkers and innovators where your expertise doesn t just solve problems it shapes industries unlocks opportunities and creates real-world impact for billions of people At Infor you re not just building a career you re helping to build what s next Infor is a global leader in business cloud software products for companies in industry specific markets Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first leverages data science and integrates easily into existing systems Over 60 000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation For more information visit Our Values At Infor we strive for an environment that is founded on a business philosophy called TM PBM TM and eight Guiding Principles integrity stewardship compliance transformation principled entrepreneurship knowledge humility respect self-actualization We have a relentless commitment to a culture based on PBM TM Informed by the principles that allow a free and open society to flourish PBM TM prepares individuals to innovate improve and transform while fostering a healthy growing organization that creates long-term value for its clients and supporters and fulfillment for its employees Infor is an Equal Opportunity Employer We are committed to creating a diverse and inclusive work environment Infor does not discriminate against candidates or employees because of their sex race gender identity disability age sexual orientation religion national origin veteran status or any other protected status under the law If you require accommodation or assistance at any time during the application or selection processes please submit a request by following the directions located in the Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters including some who have made fraudulent offers of employment Please read our and protect yourself from recruitment scams Fraud Privacy Policy We value your privacy at Infor You may access our privacy policy