Product Support Analyst, Senior

Infor Inc.; Remote; INR 8,00,000 - 12,00,000; Full time

Job summary

A global business cloud software leader is seeking a Technical Senior Payroll Support Analyst. In this role, you'll resolve complex payroll system issues, ensuring accuracy and compliance. Candidates should have experience in supporting Payroll software and technical knowledge in databases and SQL. The position involves mentoring team members and working with high-priority customers to provide solutions. You’ll play a key role in driving product improvements based on user feedback.

Benefits

Diverse and inclusive work environment

Global community of innovators

Qualifications

• Experience in supporting multiple product suites and technical environments.
• Technical experience in SQL scripting and database systems.
• Experience managing escalations and conducting client interactions.

Responsibilities

• Resolve complex issues related to Payroll systems.
• Conduct analysis, testing, and debugging of customer-reported issues.
• Mentor junior team members and improve team capabilities.

Skills

Technical troubleshooting

SQL scripting

Data analysis

Payroll compliance

Education

Bachelor’s degree in Accounting, Finance, Business, Computer Science

Tools

Infor HR Payroll

Web applications

Job description

Infor is hiring a technical Senior Payroll Support Analyst to join our Payroll systems support team. This role resolves complex technical and functional issues across platforms like Infor HR Talent, leads cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that ensure payroll accuracy, compliance, and operational continuity. The Senior Payroll Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback—all while maintaining system reliability and alignment with financial and HR business goals.

A Day in The Life Typically Includes:

• Resolve highly complex, high-impact issues related to Payroll systems (e.g., Infor HR Payroll), focusing on product functionality, system configuration, tax compliance, 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 payroll disruptions and ensuring compliance.
• 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 payroll, tax, and system knowledge—ensuring alignment with payroll processing cycles and regulatory requirements.
• 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 multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex payroll-related issues.
• Experience supporting Payroll or Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, tax updates, or integration support).
• Technical experience in SQL scripting, database systems, web applications, and cloud infrastructure.
• Experience delivering efficient, high-impact service to clients under tight deadlines, including during payroll close cycles.
• Experience managing escalations and setting clear, realistic expectations with customers.
• Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical payroll 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 HR Payroll (or other Payroll software suites such as Workday Payroll, SAP HCM Payroll, Oracle HCM Payroll, ADP, or UKG).
• Bachelor’s degree in Accounting, Finance, Business, Computer Science, or equivalent technical training 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.

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.

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