Department: SaaS

Location: Remote

Description

A Product Analyst to provide application and technical support to Velocity - FSM Supply Management for Infor global customers and partners. He/She is responsible for updating tickets for internal and external clients. Work closely with other teams to determine the fastest and greatest solution. An excellent communicator in both written and oral, a team player and works on multiple tasks with minimal supervision. Working on permanent night shift, but flexible to work on a rotating schedule including weekends and holidays based on business needs. Can work with minimal supervision; self-initiated and resourceful. A team player and can easily adapt to a fast-phased working environment. Able to handle high volume of incidents and very good in customer management.

A Typical Day in the Life Includes:

Will provide product support to the Infor Velocity Suite - FSM Supply Management customer.
Serves as primary support liaison between company and customer and documents incidents in required tracking systems
Involved in any additional follow-up, testing, and troubleshooting including remote desktop viewing through tools such as Zoom or Net meeting.
Responsible for appropriate referral to other support analysts, providing feedback to Development with guidance from more senior analysts, and liaising with other Depts. to ensure proper handling of customer issues.
Develops Knowledge Base content with assistance, if needed.

Basic Qualifications:

Experience in SQL programming
Working knowledge on FSM Supply management or any related business process for Supply Management
Extensive problem solving and analytical skills
Extensive technical skills with knowledge of various software application and techniques used for testing, troubleshooting, call logging

Preferred Qualifications:

Related experience in FSM-Supply Management
Experienced in JavaScript, Java programming
Related experience in Automation and/or AI
Related experience in Workflow
Support Background
Able to work on-site based on our Hybrid-RTO policy
Able to work on-call

Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) 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™. Informed by the principles that allow a free and open society to flourish, PBM™ 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 FAQ section.

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Product Support Analyst (SCM)