Support Analyst

Overview

Remote
$40 - $45
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required
Unable to Provide Sponsorship

Skills

ServiceNow
ticketing
ITIL
IPA
ION Desk
Async
JavaScript
MSCM

Job Details

Job Title: Infor Support Analyst

Location: REMOTE

Contract

 

Mandatory Skills

ServiceNow & ITIL Practices: Strong expertise in ServiceNow, including ticketing, workflow management, and service delivery aligned with ITIL best practices.

Problem-Solving & SLA Adherence: Ability to resolve incidents efficiently while ensuring compliance with organizational SLAs and MIM protocols.

Collaboration & Knowledge Management: Leverage KB articles to assist both Service Desk personnel and internal ERP Technologies team in resolving issues.

Integration & Automation: IPA, ION Desk, Async

Development Languages: JavaScript

Third-Party Applications: MSCM

 

Role & Responsibilities:

Incident Triage & Tier 2 Support: Troubleshoot and resolve ERP-related incidents escalated from the Service Desk, utilizing knowledge base (KB) articles for efficient resolution.

Third-Party ERP Application Support: Provide Tier 2 triage and troubleshooting for third-party applications within the ERP ecosystem.

 

Code Review & Quality Assurance

Conduct code reviews to ensure adherence to best practices, optimize performance, and maintain high code quality.

Implement and maintain automated testing frameworks to validate ERP functionality and stability.

Support User Acceptance Testing (UAT) and system testing for new developments and enhancements.

 

System Monitoring & Performance Management

Proactively monitor Infor CloudSuite, and third-party integrations to ensure system stability and optimal performance.

Identify and resolve performance bottlenecks and system outages.

Implement monitoring tools and alerts for early issue detection.

 

Incident Management & Resolution

Manage and resolve incident tickets related to ERP applications and integrations.

 

Data Management & Refresh

Perform database and tenant data refreshes for Infor CloudSuite.

Ensure data integrity and security during refresh processes.

 

24x7 On-Call Support

Provide 24x7 on-call support for critical ERP integrations, system performance, and outages.

 

 

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About Quantumbyte Innovation, LLC