Note: The job is a remote job and is open to candidates in USA. Infor is a global leader in business cloud software products, and they are seeking a technical Product Support Analyst to join their Talent Acquisition systems team. The role involves resolving complex technical issues, driving continuous improvement, and enhancing customer experience while ensuring system reliability.
Responsibilities
• Resolve highly complex, high-impact issues related to Talent Acquisition systems (e.g., Infor HR Talent), focusing on product functionality, system configuration, integrations, and technical environments - often serving as the final escalation point before engineering
• Conduct in-depth functional and program analysis, testing, and debugging to diagnose and resolve customer-reported issues with precision and efficiency
• Uphold a professional, service-oriented image by delivering clear, proactive communication and sustainable solutions that strengthen user confidence and team collaboration
• Act as the go-to product and process expert on critical cases; coordinating cross-functional support efforts with sound judgement, technical leadership, and focus on minimizing downtime and maximizing productivity
• Mentor junior team members, fostering a high-performing support culture, and driving continuous improvement in both team capabilities and customer satisfaction
• Engage with high-priority customers to deliver fast, accurate solutions using advanced system and business knowledge—ensuring alignment with talent acquisition priorities
• Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements
Skills
• Experience in supporting multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex technical issues
• Experience supporting Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support)
• Technical experience in Java, JavaScript, SQL scripting, database systems, web applications, and cloud infrastructure
• Experience delivering efficient, high-impact service to clients under tight deadlines
• Experience managing escalations and setting clear, realistic expectations with customers
• Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical issues, and facilitating interactive discussions with customers
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future
• Bonus: Hands-on experience with Infor HR Talent (or other Talent Acquisition software suites such as Workday, SAP SuccessFactors, Oracle HCM, or iCIMS)
• Bonus: Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting)
• Bachelor's degree in Business, Computer Science, or equivalent technical training preferred
Company Overview
• Infor is a global leader in business cloud software products for companies in industry specific markets. It was founded in 2002, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is https://www.infor.com/solutions/assets/.
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