Infor Global Solutions (formerly Workbrain) – new!
Infor delivers fully integrated enterprise solutions for a wide range of industries, as well as best-in-class, stand-alone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, financial and performance management, and business intelligence. With 8,100 employees and offices in over 100 countries, Infor provides enterprise solutions to more than 70,000 customers. For additional information, visit
POSITION: Technical Analyst (HCM- Workforce Management Team
Location:Toronto, ON Office
Travel:None
SUMMARY:
As part of Infor’s Product Support team for our HCM - Workforce Management application (Workbrain), the Technical Analyst will act as the Technical interface to clients for resolution of moderately complex technical & functional problems related to the recommended maintenance, use and fix/workarounds for Infor’s Workforce Management products. Some solutions may take time to develop through research, collaboration and/or problem replication. Support is provided via voice and electronic means. The ideal candidate will assure the highest level of client satisfaction.
This is an excellent opportunity to join the world’s third largest global provider of enterprise software solutions in a technically challenging and rewarding role. You will be given the opportunity to develop deep technical expertise and gain valuable business and industry related experience. The ideal candidate is looking to grow his/her career within our Product Support team and thrives in a supportive, free thinking and collaborative environment.
RESPONSIBILITIES:
• Effectively resolve client incidents while adhering to service level agreements
• Recommend known technical & functional solutions to clients, develop business-centric workarounds and in some cases solutions for defect resolution.
• Contribute creative solutions to the technical knowledge database for the benefit of peers and clients
• Offer complete technical explanations to clients and follow incidents through to completion.
• Display a consistent and positive client orientation by conveying a keen sense of ownership of reported incidents.
• Completes at least 10 days of technical training a year and assists in training other Analysts.
• Flexibility to work morning and evening shifts (with majority of work hours during standard business hours) and willingness to carry a pager when required.
Knowledge and Skills:
Technical:
• Working knowledge of Infor’s Workforce Management products or understands the principles and concepts of computer architecture and usage.
• Experience working with Java-based technologies, proficiency in SQL and relational database systems.
Professional:
• Good written and verbal communication skills required to deliver high quality client support.
• Keen sense of initiative and sense of ownership of issues
• Effective at building strong client relationships
• Able to manage time and work flow to meet service levels.
• Ability to effectively negotiate incident severity accurately with clients.
• Ability to effectively transfer Infor’s product expertise to clients.
• Ability to work independently with clients.
• Dedicated to the success of clients.
• Ability to write technical information in a structured manner.
• Project a positive and professional image.
• Contributes to the success of team objectives through effective teamwork.
Required Skills:
• A Bachelor’s degree in Computer Science, Engineering or equivalent.
• 2-3 years of relevant experience.
• Fluency in French, Spanish and/or Japanese would be an asset but not required.
CONTACT INFORMATION:
To apply, please send your resume and salary requirements to
listing Technical Analyst in the email subject line. Infor Global Solutions offers a competitive compensation and benefits package. Principals only please. Infor respects and embraces diversity in our workforce.
EOE/AA M/F/D/V