POSITION SUMMARY :
Provides both technical and functional support with strong knowledge related to a particular business function or specific set of Infor products and other third party application software.
ESSENTIAL FUNCTIONS :
Provide 2nd level support and problem analysis for a specific application
Resolves issues related to technical product capabilities and client knowledge and ensures that the client is utilizing appropriate processing procedures.
Contributes to IT internal knowledge base.
Participates in project teams for rollout new versions / functionality or migration activities (focus on master data maintenance frontend / user setup)
Applies problem solving abilities to familiar technical issues
Develop positive, ongoing business relationships with the internal customer’s management team, and end users striving to understand the customer’s business issues
Ensures that company standards and policies are followed
Ensure that all required application support documentation exists and is maintained
Develop supplemental end user training materials
Provide user training (project related / based on logged incidents)
Provide simple ad-hoc reports
EDUCATIONAL / SKILL / EXPERIENCE REQUIREMENTS :
Minimum Qualifications :
Bachelor’s Degree in Computer Science or related field and / or equivalent experience
3+ years of previous technical support experience.
Ability to consistently perform in a high pressure, deadline global oriented environment.
Strong attention to detail.
Strong analytical and organizational skills.
Strong verbal and written communication skills as well as interpersonal skills
Proven ability to work independently, manage multiple priorities and, change work direction and priorities effectively as required.
Preferred Qualifications :
Knowledge of SQL (2005 / 2008 / Oracle / DB2) server and basic understanding of programming code (classic ASP / .Net / VB / Perl / UNIX scripting / Linux scripting).
Ability to gather, analyze, and document requirements from users and communicate to IT Developers / IT PMO for application / systems development.
Experience with testing procedures
Understanding of relationships (interfaces) between business systems (preference Infor ION technology)
Knowledge in Infor applications
Knowledge in Infor business and IT processes
Appropriate business application or consulting experience.
Experience Infor applications or 3rd party applications like Softrax, Clarity or Salesforce.com, or banking systems.
PHYSICAL REQUIREMENTS :
General office environment.
No special physical demands.