Product Support Analyst, Senior

The Product Support Analyst - Infor M3 Finance provides application and technical support to customers using Infor M3, with a focus on Finance and Accounting modules. The role involves answering complex functional and technical questions related to product usage, configuration, and financial processes via phone and/or remote connections.

Support activities include functional analysis, data analysis, testing, and troubleshooting to resolve customer-reported issues. This position acts as a primary support liaison between Infor and its customers, working in a highly collaborative, team-oriented environment. We are looking for analysts to strengthen our Finance support capability in a fast-evolving ERP and cloud environment.

A Day in the Life Typically Includes

* Resolving customer questions and issues related to Finance modules of Infor M3 (e.g. General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Cost Accounting, Financial Reporting).
* Performing functional and data analysis, testing, and troubleshooting to identify root causes and validate solutions.
* Proactively keeping customers informed about issue status and resolution timelines, with a strong focus on customer satisfaction and retention.
* Managing workload effectively while following established Support Procedures and SLAs.
* Collaborating with other support analysts, escalating appropriately, and providing structured feedback to Development teams, with guidance from senior analysts or mentors.
* Participating in follow-up activities, including regression testing and validation of fixes.
* Contributing to and maintaining knowledge base documentation, including solutions, workarounds, and best practices.
* Continuously developing product and domain knowledge in Infor M3 Finance and identifying areas for further specialization.

Required Skills

* Strong customer focus with excellent verbal and written communication skills.
* Good analytical and problem-solving skills, particularly for financial and functional issues.
* Ability to analyze data, accounting flows, and system behavior to identify root causes.
* Team player with the ability to build strong working relationships with peers and stakeholders.
* Fluency in English.
* Strong writing skills, enabling clear documentation of complex functional concepts.
* Relevant degree or master's (Finance, Accounting, Information Systems, or related field), or equivalent training and experience.
* Knowledge of ERP systems.
* Solid understanding of accounting principles and financial processes.

Preferred Skills and Experience

* Previous experience working in a finance or accounting environment, ideally with hands-on exposure to ERP systems.
* Experience supporting or using Infor M3 Finance or another ERP finance module.
* Knowledge of financial closing, reporting, and reconciliation processes.
* French or another European language is a plus.

What We Have to Offer

* Mentorship from experienced senior analysts to support career growth.
* Opportunity to be part of an exciting expansion of Support Operations in Tunisia.
* Comprehensive onboarding and continuous training and development programs.
* Opportunity to work with one of the world's leading enterprise software companies.
* A rewarding career in an international, multicultural environment.
* Exposure to complex customer environments and collaboration with recognized experts in ERP and Finance domains.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

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At Infor, we strive for an environment that is founded on a business philosophy called [1] Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the [2] FAQ section.

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