General information

Mexico City
Global Support
Job ID

Description & Requirements

 This position is responsible for providing world-class technical support for the Infor Public Sector. The Support Analyst must be able to multi-task and prioritize workload to meet individual and team objectives. This position is for those who thrive in a fast-paced environment and are looking to grow a rewarding career within Product Support. IPS customers are in general an entity providing governmental services and support i.e., public entities like public utility companies, City/County/State agencies and departments. 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 Public Sector industry with their challenging issues that are critical to their daily operations.

A Day in The Life Typically Includes:

  • Provide troubleshooting and diagnosis for complex issues presented to Infor from both On-Premises and SaaS customers.
  • Support entire product 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.

Basic Qualifications:

  • Troubleshooting and triage skills to computer and workflow related issues
  • To traverse logs and other documented outputs to provide resolutions to presented issues.

Preferred Skills:

  • Experience and knowledge of .Net, SQL, XML output and Cloud tools.
  • Experience in a public sector computing or municipality.

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. 
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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.

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