General information

Country
United States
City
Remote Location
Department
Global Support
Job ID
24901

Description & Requirements

Role:  Technical Support Analyst (Warehouse Management Systems)

Location: Remote US

Summary

Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.  Serves as primary support liaison between company and customer. 

Conveys customer feedback to product development staff. Possesses working knowledge  of operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager or Team Lead Support Operations.  Requires 3 to 5 years of relevant  experience.

  • Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements related to Infor’s Supply Chain Execution / Warehouse Management product.
  • Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
  • Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
  • Responsible for appropriate referral to other support and quality assurance areas.
  • Conveys customer feedback to product development staff.
  • Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with Infor/Lawson products, reporting any anomalies to development.
  • Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, etc.
  • Promotes and maintains a high quality, professional, service-oriented company image among users and team.
  • Foster teamwork and collaboration across all teams.\
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
  • Identify possible improvements related to work processes and tools.
  • Assists team members with technical issues; provides guidance on problem resolution

What you will need:

  • Bachelor’s degree in business or computer science or has equivalent technical training and/or work experience.
  • Possesses working knowledge of operating environments and basic knowledge of product functionality within a warehouse management environment.
  • Basic database query ability (perform select and update statements)
  • Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.
  • Advanced problem solving and analytic skills.
  • Good writing, editing, interpersonal and communications skills.
  • Strong organizational skills required to insure most effective and timely delivery of service to clients.
 

Role: Project Manager, Senior

Location:  Remote (with travel) US

The Infor Project Manager, Senior is responsible for the successful execution of cloud and on-premise ERP software implementation projects. You will need to understand customer project objectives and take ownership of Infor contractual requirements defined in the Statement of Work. You will manage resources assigned to fulfil those requirements using Infor’s implementation methodology, lead implementation planning, control project plan and overall execution, develop positive relationships with all project stakeholders creating a high level of customer satisfaction, and help the customer realize expected benefits. You will be comfortable managing teams sizes of fifteen or more, often including offshore delivery.

Summary

The Infor Project Manager, Senior is responsible for the definition, approach, facilitation and delivery of medium-scale projects (with direct business impact and firm deadlines). As a guideline a medium scale project could range from $500k to $4M or more and be multi-country/multi-vendor/multi-product. As Project Manager you will be responsible for managing both the financial and delivery health of the project, including ownership of the contract and statement of work. You will also be required to ensure the effective implementation of appropriate levels of governance, taking into account the overall size, complexity and characteristics of the project.

Responsibilities:

  • Ensure realistic project plans are developed and maintained during the project, ensuring regular and accurate communication amongst all stakeholders throughout.
  • Ensure billable projects remain on schedule and within budget and deliverables are created to an agreed standard and accepted by the customer.
  • Provide team leadership: building a team, motivating staff, aligning project requirements to resource competencies, delegating work assignments and monitoring performance.
  • Coordinate the various disciplines required to deliver the project whilst maintaining a focus on quality, time and scope.
  • Lead project Steering Committees, engaging with the customer at an executive level.
  • Provide effective leadership to the project team, and take appropriate action as and when necessary.
  • Ensure billable projects remain on schedule and within budget and deliverables are created to an agreed standard and accepted by the customer.
  • Identify, assess and manage all key issues and risks as they arise during the project.
  • Own the project budget and maintain project financials and project profitability, to include resource scheduling, revenue forecasting per project, billing reconciliations, expense report and time approval for project work, etc.
  • Monitor project deliverables and progress through continuous communication with project members; anticipating disruptions and providing progress reporting.
  • Adopt appropriate project management methods and tools whether predictive (plan-driven) or adaptive (iterative/agile) as circumstances dictate.
  • Responsible for the agreed change control procedure and ensure all project deliverables are completed within agreed cost, timescale and resource budgets, ensuring they are created to an agreed standard and accepted by the customer.
  • Participate in all necessary enablement, education and certification programs and contribute to the Project Management Community, whether through mentoring more junior Project Managers or other contribution to the Project Management Community of Practice.

What you will need

  • Undergraduate degree level, or equivalent work experience.
  • Comprehensive knowledge of relevant project management lifecycles and significant experience in project management, software implementation and/or consulting.
  • Experienced with change management and project planning practice.
  • Sound understanding of business environments and the interdependencies between business processes and information systems.
  • High standard of professional behavior and well-honed client-facing presentation skills
  • Experience in the remediation of remediating troubled projects.
  • Ability to travel regionally, nationally and internationally as required.

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. 

Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.

If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources at 470-548-7173 and/or ADAAA@infor.com. Applicants to and employees of most United States private employers, state and local governments, educational institutions, employment agencies and labor organizations are protected under Federal law from discrimination. For additional information please see EEO is the Law poster, the EEO Supplemental as well as the Statement of Policy. If you would like to view a copy of the company’s affirmative action plan or policy statement, please email us.hrprograms@infor.com. 


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. 


Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf