Description & Requirements
The Technical 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.
- 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 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 with flexible hours.
Basic Qualifications:
- 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.
- English and Spanish communication skills.
- Exposure to object-oriented programming.
- Aptitude to learn quickly and independently.
- Team player with communication, organizational, analytical, and problem-solving skills.
Preferred Qualifications:
- Preferred University/College graduate with degree in Computer Science, Engineering, or relevant software/computer related fields or equivalent work experience.
- Working knowledge of middleware infrastructure such as Wildfly, Apache, WebLogic and WebSphere, AWS, Aurora, PostgreSQL, Cognos.
- Eclipse IDE, setup, and remote debugged java code as necessary.
- Advanced SQL.
- Organizational and problem-solving skills.
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.
For more information visit www.infor.com.
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