General information

Mexico City
Software as a Service
Job ID

Description & Requirements

This position requires a genuine interest in business processes and IT, as well as working collaboratively to solve business problems. Driven and result oriented personality with excellent communication skills.

Doer with strong analytical skills and a passion to learn and grow. This position involves simple customer requests that require limited IT support.

A Day in The Life Typically Includes: 

  • Act as a point of contact between Infor Managed Services and client, provide support for the live application software, on a day-to-day basis.
  • Be a focal point for reporting incidents and make service requests: either find the root cause and fix the incident or manage it through to resolution within defined service levels.
  • Understand and be able to communicate the purpose and capabilities of the extensions and tools provided by Infor Product Development to suggest and implement solutions to client business issues.
  • Document issues clearly and concisely in the ticket management tool.
  • View client system environment holistically to proactively identify and resolve issues before they impact the end-user operation or SLAs.
  • Update operational document libraries and knowledge base to facilitate future resolution of common errors.
  • Operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management etc.
  • Act in a team-oriented way to increase customer satisfaction.
  • Maintain consistently the level of skills that helps increase customer satisfaction.
  • Comply with applicable company rules, regulations, procedures, and guidelines.

Required skills: 
  • Full proficiency in English.

Preferred Qualifications: 

  • Ability to work remote teams in a global environment.

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions, and that one size does not fit all.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

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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 Principle Based Management™ (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.