Product Support Analyst, Senior

Product Support Analyst, Senior General information Country United States State Georgia City Atlanta Job ID 47886 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid Description & Requirements Infor is hiring a Senior Product Support Analyst to join our Financials & Supply Management (FSM) team. This role resolves complex technical issues across financial and accounting platforms, lead cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that elevate the customer experience. The Senior Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback—all while ensuring system reliability and alignment with business goals. A Day in The Life Typically Includes: Resolve highly complex, high-impact issues related to financial systems (e.g., Infor FSM), 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 FSM priorities. Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements. Basic Qualifications: Experience in supporting customers with complex technical issues. Experience supporting financial software (accounts receivable, global ledger, allocations, accounting, etc.) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support). Experience delivering efficient, high-impact service to clients under tight deadlines. Experience managing escalations and setting clear, realistic expectations with customers. Technical experience in SQL scripting, database systems, and web applications. 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. Preferred Qualifications: Bonus: Hands-on experience with Infor FSM. Bonus: Hands-on experience with Infor Landmark Pattern Language (LPL). Bonus: Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting). Bachelor’s degree in Finance, Accounting, or Computer Science preferred. 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. For more information visit www.infor.com Our Values At Infor, we strive for an environment that is founded on a business philosophy called 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 FAQ section. Fraud Awareness We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. 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