General information

Country
India
State
Telangana
City
Hyderabad
Job ID
43010
Department
Customer Support

Description & Requirements

XA/Mapics functional Support for Finance module, investigate, execute and deliver timely resolution of cases and problems that have been logged to Service-now.

Essential duties:

• Be part of Infor XA Support team, contribute to investigate, testing on incident logged by customers.
• This role requires configuration of the application, diagnosis of application faults and solving technical and applications problems, either over the phone or incident communication.
• Work includes handling incoming issues from customers in USA region generally.
• Expertise in trouble shooting combined with a solid understanding of how the application works in the environment is a key success factor.
• Ensure all proper steps/tests are performed during incident analysis including thorough search on Infor knowledgebase.
• Report any problems/errors to Development.
• Record all problems and its resolution into Support portal.
• Performing testing for new patch releases and bug fixes.
• Handle complex issues and perform daily support activities. 
• Provide high standard of technical and functional support to customers.
• Effectively monitor and resolve all escalated or visible technical incident and problems.
• Monitors and maintains quality of deliverables.
• Provide customers with premium level of support.
• Providing technical support to business or end users.
• Troubleshoots problems and proposes workaround.
• Liaison with relevant parties in problem solving. 
• A team player with excellent analytical and problem-solving skills.
• Demonstrates professional skill and a high standard of fairness and integrity.
• Ensuring Infor standard support process and procedures are met and maintain.
• Provides a quality and professional customer experience while meeting or exceeding established KPI’s and creating quality
• Participates in special projects and takes on special assignments as needed.
• Applies learned techniques and contributes to analysis and investigation to solve problems.
• 24/7 on call coverage on rotation required.
• Standard working hours 8 AM eastern to 5 PM eastern time zone /5:30 PM IST to 2:30 AM IST.

Basic Qualifications: 

• Candidate must possess at least a bachelor’s degree in computer Science, Information Technology, MBA Finance.
• 8+ years in a similar role within the IT services industry or a multinational manufacturing environment with customer interaction.
• Technology Savvy - able to use technology to achieve work objectives.
• Advanced PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.
• Excellent writing, editing and communications skills.
• Demonstrates analytical skills to analyze data, do research, diagnose, and solve technical problems.
• Knowledge in following required: IBM iSeries platform, Windows Servers, Windows operating systems and hardware
• Time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to clients.
• Knowledge of database management technology
• Knowledge of file structures and database relationships.
• Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

Preferred Qualifications:

• Financial application knowledge including Accounts Payable/Accounts Receivable/General Ledger/Payroll/IFM.
• Knowledge of tax setups and uses.
• Familiarity with month end and year end procedures.
• Additional knowledge of advanced financial topics.
• Knowledge of finance with other applications areas such as purchasing and manufacturing.


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