Infor

The IT Support Engineer, Associate will provide application support for a specific set of Infor products and other third-party application software. This role is required to work on shifting schedule (APAC, EMEA, US)

A Day in The Life Typically Includes: 

• Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage
• Track and monitor application issues through the centralized call tracking system
• Responds to incidents, recording incident activity and solving problems
• Able to work independently utilizing all available support material and tools to successfully resolve problems or refer to appropriate 2nd line support within agreed service levels
• Performs user administration to internal applications.
• Manages workload effectively and provides accurate accounting of work and time allocation.
• Maintains and creates documentation around technical troubleshooting and best practices. The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of incidents or outages
• Provides input regarding methods to increase operational efficiencies and technical product improvements
• Become internal expert on supporting Infor software and other enterprise products
• As the gatekeepers of the Production environment, responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production.

What You Will Need:

Basic Qualifications:

• Bachelor’s Degree in Computer Science or related field and/or equivalent experience
• At least 2 years of application support experience

• Proven software application troubleshooting skills

• Experience with ServiceNow basic functions

• Strong analytical skills
• Ability to consistently perform in a high pressure, deadline oriented global environment
• Good organizational skills
• Clear communication skills in both verbal and written/electronic mode

Preferred Qualifications:

• 2 or more years application and/or business process experience
• Knowledge of SQL (Microsoft/Oracle/DB2)
• Background in functional business area
• Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations
• Strong and keen focus on operational performance metrics and trend analysis
• Ability to write a script from scratch and ability to understand existing scripts by looking at them
• Familiar with Clarity basic functions