Position Overview

Role: Product Support Analyst (Finance)

Location: Remote

Experience Level: 4-5 Years

Shift: Night Shift (24x7 Global Support Model)

Infor is seeking a Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep Finance domain expertise and strong functional and technical understanding of Infor ERP XA systems. The analyst will be responsible for resolving customer product issues efficiently, providing timely updates and resolutions by leveraging strong analytical skills in problem interpretation, log analysis, replication, and optimization of support tools and processes. The role also involves appropriate case referrals, collaboration with development and other departments, adherence to case management standards, and continuous learning to stay updated on tools and standard operating procedures.

Key Responsibilities

• Resolve customer issues using advanced troubleshooting skills such as log interpretation, program analysis, and replication.
• Provide a high-quality, professional customer experience while meeting or exceeding established KPIs.
• Create and maintain knowledge content to ensure customers receive complete solutions to their issues.
• Adhere to case management standards and stay current with tools and standard operating procedures.
• Develop advanced application knowledge in specific product suites and related technologies.
• Refer complex issues to other support analysts as appropriate and provide feedback to Development under guidance from senior team members.
• Maintain courteous and accurate communication with customers in a timely manner.
• Participate in special projects or assignments as needed.
• Provide 24/7 on-call support on a rotational basis.
• Standard working hours: 8:00 AM – 5:00 PM EST / 5:30 PM – 2:30 AM IST.

Essential duties:

• Be part of Infor XA Support team, contribute to investigate, testing on incident logged by customers.
• This role requires configuration of the application, diagnosis of application faults and solving technical and applications problems, either over the phone or incident communication.
• Work includes handling incoming issues from customers in USA region generally.
• Expertise in trouble shooting combined with a solid understanding of how the application works in the environment is a key success factor.
• Ensure all proper steps/tests are performed during incident analysis including thorough search on Infor knowledgebase.
• Report any problems/errors to Development.
• Record all problems and its resolution into Support portal.
• Performing testing for new patch releases and bug fixes.
• Handle complex issues and perform daily support activities.
• Provide high standard of technical and functional support to customers.
• Effectively monitor and resolve all escalated or visible technical incident and problems.
• Monitors and maintains quality of deliverables.
• Provide customers with premium level of support.
• Providing technical support to business or end users.
• Troubleshoots problems and proposes workaround.
• Liaison with relevant parties in problem solving.
• A team player with excellent analytical and problem-solving skills.
• Demonstrates professional skill and a high standard of fairness and integrity.
• Ensuring Infor standard support process and procedures are met and maintain.
• Provides a quality and professional customer experience while meeting or exceeding established KPI’s and creating quality
• Participates in special projects and takes on special assignments as needed.
• Applies learned techniques and contributes to analysis and investigation to solve problems.
• 24/7 on call coverage on rotation required.
• Standard working hours 8 AM eastern to 5 PM eastern time zone /5:30 PM IST to 2:30 AM IST.

Basic Qualifications:

• Candidate must Finance Background, MBA Finance.
• 4+ years in a similar role within the IT services industry or a multinational manufacturing or Finance environment with customer interaction. •
• Technology Savvy - able to use technology to achieve work objectives.

• Core experience in Accounts Payable and General Ledger.
• Functional finance knowledge is mandatory.
• ERP exposure is required; end-user ERP experience is acceptable.

• Excellent writing, editing and communications skills.
• Demonstrates analytical skills to analyze data, do research, diagnose, and solve technical problems.
• Knowledge in following required: IBM iSeries platform, Windows Servers, Windows operating systems and hardware
• Time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to clients.
• Knowledge of database management technology
• Knowledge of file structures and database relationships.
• Financial application knowledge including Accounts Payable/Accounts Receivable/General Ledger/Payroll/IFM.
• Knowledge of tax setups and uses.
• Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.
• Preferred Qualifications:
• Familiarity with month end and year end procedures.
• Additional knowledge of advanced financial topics.
• Knowledge of finance with other applications areas such as purchasing and manufacturing.