VISEO is looking for Infor M3 Support Consultant. This will be a brand new team for our Office in Cebu.
Responsibilities:
- Provide second-level technical support for the Infor M3 solution, handling incidents escalated from L1 support.
- Troubleshoot, analyse, and resolve system issues promptly, meeting agreed SLAs.
- Monitor system performance, scheduled jobs, and integrations to proactively address potential issues.
- Fulfill service requests, including user access, configuration changes, and minor system adjustments.
- Escalate unresolved or complex issues to L3 support or the vendor, following established protocols.
- Maintain accurate records of incidents, actions taken, and resolutions in the ticketing system.
- Create and update support documentation, FAQs, and knowledge base articles for users and support teams.
- Communicate effectively with end-users, providing guidance and timely status updates on open tickets.
- Participate in testing, validation, and deployment of patches, updates, and new releases.
- Ensure compliance with company policies, security standards, and regulatory requirements related to Infor M3.
Profile
- Strong knowledge of Infor M3 ERP modules (Finance, Supply Chain, Manufacturing, Procurement, Inventory, Sales, HR)
- Ability to troubleshoot and resolve L2 technical issues, monitor system performance and integrations
- Experience handling user access requests and minor configuration changes
- Familiarity with multi-site, multi-country, multi-currency environments and cloud integrations
- Knowledge of reporting tools and analytics
- Proficiency with ticketing systems, SLA compliance, and documentation
- Good communication skills for user guidance and collaboration with support teams and vendors
- Detail-oriented for accurate records, testing, and deployment of patches
- Awareness of security standards and regulatory compliance
