General information

Country
Philippines
City
Taguig City
Department
IT Business Innovation
Job ID
28330

Description & Requirements

POSITION SUMMARY:

Provides application support for a specific set of Infor products and other third party application software.


This role is required to work on shifting schedule (APAC,EMEA, US)


ESSENTIAL FUNCTIONS:


  • Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage
  • Track and monitor application issues through the centralized call tracking system.
  • Responds to incidents, recording incident activity and solving problems
  • Able to work independently utilizing all available support material and tools to successfully resolve problems or refer to appropriate 2nd line support within agreed service levels
  • Performs user administration to internal applications.
  • Manages workload effectively and provides accurate accounting of work and time allocation.
  • Maintains and creates documentation around technical troubleshooting and best practices. The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of incidents or outages
  • Provides input regarding methods to increase operational efficiencies and technical product improvements
  • Become internal expert on supporting Infor software and other enterprise products
  • As the gatekeepers of the Production environment, responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production.



EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS:

Minimum Qualifications:

  • Bachelor’s Degree in Computer Science or related field and/or equivalent experience
  • 5+ years of previous application support
  • Strong analytical skills.
  • Ability to consistently perform in a high pressure, deadline oriented global environment.
  • Good organizational skills.
  • Clear communication skills in both verbal and written/electronic mode.
  • Familiar with basic function of any Financial applications.

 

Preferred Qualifications:

  • 5 or more years application and/or business process experience.
  • Proven software application troubleshooting skills.
  • Knowledge of SQL (Microsoft/Oracle/DB2)
  • Background in functional business area
  • Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations.
  • Strong and keen focus on operational performance metrics and trend analysis
  • Ability to write a script from scratch and ability to understand existing scripts by looking at them.

 



Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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.