Product Support Analyst

at  Infor

General information
Country
Australia
City
Remote Location
Department
Global Support
Job ID
39123
Description & Requirements
As a Pathway Product Support Specialist 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 Product Support Specialist, your function within the team crosses what are traditionally seen as separate Information Technology specialties. As a team member, you will be required to provide advanced Tier 3
Application Support to all our customers, specializing in many different modules of the Pathway product.

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 such as Webex meetings and Skype for Business 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 at 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 skill, 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 pe

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.
At Infor we value your privacy that’s why we created a policy that you can read here.

• 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 such as Webex meetings and Skype for Business 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 at 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 skill, 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 p