Pathway Product Support Analyst

at  Infor

FULL_TIME

Workplace Type
Remote
Description & Requirements
Locally, the Infor Pathway Support Team develops and supports software used by many large to medium-sized Local Government Authorities across Australia and New Zealand, which represents a substantial portion of the local Infor business.
Your Opportunity:
As a Pathway Product Support Analyst in the Infor Pathway Support Team, your role is to ensure that customers of our product can utilise the Pathway product in such a way as to support, enhance and underpin their own business activities.
As a Pathway Product Support Analyst, your function within the team crosses what is traditionally seen as separate Information Technology specialities.
As a team member, you will be required to provide advanced Tier 3 Application Support to all our customers, specializing in the Rates Accounting, Valuations and Water Billing modules of the Pathway product. Local Government experience and in particular a strong understanding of legislation as it pertains to the property and rating functions of an Australian local government is highly desirable.
Your role will also include taking on system testing activities for modules you support within the Pathway product. You may also be called upon to undertake analysis of software or integration requirements, where you will be required to prepare, contribute towards and champion functional specifications aimed at enhancing the current product offering.
In general, as a Pathway Product Support Analyst, your role is to ensure that the Pathway product remains a competitive and sector-leading product of choice for our existing and potential customers. In short, your role is to support and promote the use of Pathway amongst our customer base in whatever capacity is required from time to time.
Who we are looking for:

Infor is seeking people who are capable of contributing to the organisation across six core capabilities –

• Technical Expertise
• Supports Strategic Direction
• Achieves Results
• Supports Productive Working
• Relationships Displays
• Personal Drive and Integrity
• Communicates with Influence

Your suitability for this role will be assessed against five core capabilities as they relate to this role and also include one technical capability.

These are outlined below –

• Technical Expertise: You will have substantial experience in supporting enterprise-wide applications. Skills in T-SQL scripting and an understanding of relational databases are a substantial advantage. Experience with an online multi-user help desk system and tools that facilitate remote access with customers would be an advantage.
• Practices Strategic Thinking: You are highly skilled in problem resolution, experienced in critically analysing issues and applying sound problem resolution techniques to application issues. Your ability to make appropriate and timely recommendations to complex problems stands you out from the crowd. You are a lateral thinker capable of adapting an enterprise application to overcome specific problems or offer viable solutions to seemingly unachievable goals.
• Achieves Results: You have a demonstrable ability to see tasks through to completion. You thrive under pressure and are committed to excellence in your work. You have a track record of achieving results whilst working independently or with minimal direct supervision. Personal development skills that build from a combination of formal training and independent learning are essential.
• Supports Productive Working Relationships: As a team member, you contribute effectively in the delivery of quality services to clients in accordance with agreed service levels. You will be highly skilled at developing relationships with both customers and colleagues and be willing to step outside your comfort zone where required for the benefit of the team as a whole.
• Displays Personal Drive and Integrity: You will show initiative and take personal responsibility for the accurate and timely completion of work undertaken. You will have excellent task and time management skills and are able to manage many concurrent tasks and priorities ensuring both customer and internal deadlines are met.
• Communicate with Influence: You must possess a high level of both written and verbal communication skills, being able to communicate clearly and can liaise with clients at all levels. Your work may entail communicating with a range of customers from IT professionals to product end-users with varying skills and knowledge of our products. You will communicate with our customers via online incident updates, telephone, web conferencing and on occasions in person.

What you will do:
As a Pathway Product Support Analyst you will undertake a variety of functions and your performance of these functions will be measured accordingly. Your duties will include but may not be limited to the following:

Support Analyst responsibilities -

• develop and maintain a strong understanding of legislation as it pertains to the property and rating functions of Australian and New Zealand local and regional governments
• investigate, document and recommend solutions to software or procedural problems raised by customers using your advanced proven problem-solving techniques within agreed service level agreements
• undertake detailed investigation and document findings fully prior to requesting assistance from other teams in the resolution of an incident
• retain ownership of an incident at all times or ensure that ownership is designated and accepted elsewhere if assistance is required
• maintain regular communication with the customer in relation to an incident from the time an incident is raised until that incident is subsequently resolved, ensuring the customer is kept fully appraised of the progress of an incident within the timeframes applicable through their Customer Support Agreement
• prepare and document Pathway procedural processes for customers as required identify, suggest, document, recommend and implement improvements to customer procedures or practices in order to extend or enhance the use of the Pathway product within customer sites
• prepare and conduct training material and/or deliver training or consultancy services from time to time as required
• be a proactive member of your team, mentoring other staff as required and contributing fully to the overall effectiveness of your team
• encourage and assist customers to utilise Infor products and services to their fullest extent and advise management/Account Managers of sales opportunities as they arise
• show due consideration for revenue-generating tasks and recognise opportunities where tasks should be considered as billable work

System Testing responsibilities –

• undertake System Testing procedures and documentation as part of the software development cycle
• prepare the Release Notes and Help Text for all Software Releases, Service Packs and Fixes in accordance with the standard development procedures
• develop and implement System Test Plans, Regression Test Plans and Load Testing Plans as requested in accordance with existing practices, procedures and standards
• review and provide feedback on Unit Test Plans, System Test Plans and Release Notes Ability to mentor and provide guidance to other team members undertaking system testing activities

Business Analysis responsibilities –

• review and provide constructive feedback on functional specifications developed by other team members to ensure a quality product is delivered

About Infor
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 www.infor.com
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. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
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 at the bottom of the infor.com/about/careers webpage.

Support Analyst responsibilities -

• develop and maintain a strong understanding of legislation as it pertains to the property and rating functions of Australian and New Zealand local and regional governments
• investigate, document and recommend solutions to software or procedural problems raised by customers using your advanced proven problem-solving techniques within agreed service level agreements
• undertake detailed investigation and document findings fully prior to requesting assistance from other teams in the resolution of an incident
• retain ownership of an incident at all times or ensure that ownership is designated and accepted elsewhere if assistance is required
• maintain regular communication with the customer in relation to an incident from the time an incident is raised until that incident is subsequently resolved, ensuring the customer is kept fully appraised of the progress of an incident within the timeframes applicable through their Customer Support Agreement
• prepare and document Pathway procedural processes for customers as required identify, suggest, document, recommend and implement improvements to customer procedures or practices in order to extend or enhance the use of the Pathway product within customer sites
• prepare and conduct training material and/or deliver training or consultancy services from time to time as required
• be a proactive member of your team, mentoring other staff as required and contributing fully to the overall effectiveness of your team
• encourage and assist customers to utilise Infor products and services to their fullest extent and advise management/Account Managers of sales opportunities as they arise
• show due consideration for revenue-generating tasks and recognise opportunities where tasks should be considered as billable wor

System Testing responsibilities –

• undertake System Testing procedures and documentation as part of the software development cycle
• prepare the Release Notes and Help Text for all Software Releases, Service Packs and Fixes in accordance with the standard development procedures
• develop and implement System Test Plans, Regression Test Plans and Load Testing Plans as requested in accordance with existing practices, procedures and standards
• review and provide feedback on Unit Test Plans, System Test Plans and Release Notes Ability to mentor and provide guidance to other team members undertaking system testing activitie

Business Analysis responsibilities –

• review and provide constructive feedback on functional specifications developed by other team members to ensure a quality product is delivere