POSITION SUMMARY :
Provides application support for a specific set of Infor products and other third party application software. - HR, Finance, Sales, Reporting, Support and Services
ESSENTIAL FUNCTIONS :
In addition to IT Support Engineer functions :
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 orrefer 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.
EDUCATIONAL / SKILL / EXPERIENCE REQUIREMENTS :
Minimum Qualifications :
Preferred Qualifications :
Proven software application troubleshooting skills.
Knowledge of SQL (Microsoft / Oracle / DB2)
Background in functional business area
Familiar with basic function of Sales and Marketing, Reporting, CRM, Support, Professional Service, HR or Financial applications.
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.
PHYSICAL REQUIREMENTS :