General information

Country
Philippines
City
Manila
Job ID
41649
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Reporting to the Support Manager, the Product Support Analyst is responsible for providing world-class technical support for the Workforce Management application to Infor’s enterprise clients. The Support Analyst must be able to multi-task and prioritize workload to meet individual and team objectives. The incumbent will investigate software defects reported by customers and collaborate with R&D and Services as appropriate to deliver timely solutions. This position for who thrive in a fast paced environment and are looking to grow a rewarding career within Product Support.    This position offers the exciting opportunity to utilize your strong technical and problem solving skills combined with the extensive product training and job coaching to help the Fortune 500 companies with their challenging issues that are critical to their daily operations.


A Day in The Life Typically Includes: 

  • Use analytical and problem solving skills to efficiently investigate and resolve customer issues reported though a ticketing system
  • Deploy and configure middleware infrastructure such as  Apache, WebLogic and WebSphere as well as RDBMS systems such as PostgreSQL, Aurora, Oracle and SQL Server to replicate customer issues as needed
  • Using eclipse IDE, setup and remote debugged java code as necessary
  • Groovy and JavaScript knowledge 
  • Support entire product including Time & Attendance, Scheduling and Cognos and wide variety of issues ranging from application issues, installation/configuration and performance-related issues
  • Work closely with R&D, Product Management and Services team on software defects, enhancement requests and consulting issues respectively
  • Meet or exceed all departmental goals including response times, customer satisfaction levels and knowledgebase contributions
  • Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the Customer's organization
  • Ability to work on call on a rotational basis


Required skills: 

  • Preferred University/College graduate with degree in Computer Science, Engineering, or relevant software/computer related fields or equivalent
  • Will consider an incumbent with other education with the aptitude to learn
  • Technical skills. Java, Groovy , SQL java script
  • Proficiency with SQL and an understanding of relational database systems
  • Superior communication, organizational, and problem solving skills
  • Good exposure to object oriented programming

Preferred Qualifications:

  • Working knowledge of Workforce Management (Time & Attendance / Health-care Scheduling) 
  • Working knowledge of middleware infrastructure such as Wildfly, Apache  WebLogic and WebSphere, AWS,  Aurora , PostgreSQL,







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.

Back to job list