Product Support Analyst

Infor; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Infor is seeking a Financial Product Support Analyst to join our Global Support team in Atlanta. You will support customers using Infor Financial solutions, focusing on ERP financial processes and reporting to maximize the value of their investment.

You will work with Product Management, Development and Cloud Operations to resolve complex issues, document solutions, and help customers navigate period-end close and reporting tasks. A strong foundation in accounting and ERP systems is required.

Qualifications

• Experience with ERP Financial applications or enterprise software.
• Solid understanding of core accounting processes and financial reporting.
• Knowledge of GL, AP, AR, FA, Cash Management and banking concepts.
• Experience analyzing financial transactions and troubleshooting data issues.
• Ability to communicate technical findings to business users.

Responsibilities

• Provide high-quality support for Infor Financial applications to ensure customer success.
• Troubleshoot and resolve issues across GL, AP, AR, FA, cash management and reporting.
• Analyze financial processes and configurations to identify root causes and improvements.
• Assist customers with period-end close, reconciliations and reporting tasks.
• Collaborate with Product Management, Development and Cloud Operations to resolve escalated issues.
• Document troubleshooting steps and best practices for knowledge base.
• Manage multiple issues with timely updates and SLA adherence.

Skills

ERP Financials

General Ledger

Accounts Payable

Accounts Receivable

Financial Reporting

Data analysis

Customer-facing support

Troubleshooting

Cross-functional collaboration

Education

Bachelor's degree in Accounting/Finance

Tools

Birst

Data Lake

Data Fabric

Excel reporting

BI platforms

Job description

Product Support Analyst

Department: Customer Support

Employment Type: Full Time

Location: Atlanta

Description

Infor is seeking a Financial Product Support Analyst to join our Global Support team. This role is responsible for supporting customers using Infor Financial solutions and ensuring they maximize the value of their ERP investment. You will work closely with customers, Product Management, Development, and Cloud Operations to resolve complex functional and technical issues related to financial processes and reporting.

A Typical Day in the Life Includes:

• Provide high-quality support for Infor Financial applications, ensuring customer satisfaction and successful business outcomes.
• Troubleshoot and resolve issues related to General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Cash Management, Banking integrations, Financial Reporting, and other financial modules.
• Analyze financial transactions, accounting processes, and system configurations to identify root causes and recommend solutions.
• Assist customers with period-end processes, reconciliations, financial reporting, and integration-related issues.
• Collaborate with Development, Product Management, Cloud Operations, and other internal teams to resolve escalated issues.
• Document troubleshooting steps, resolutions, knowledge articles, and best practices.
• Prioritize and manage multiple customer issues while providing timely updates and maintaining service level expectations.
• Participate in customer meetings, screen-sharing sessions, and troubleshooting workshops for complex issues.
• Contribute to continuous improvement initiatives, product feedback, and knowledge-sharing across the support organization.

Basic Qualifications:

• Experience supporting ERP Financial applications, accounting systems, or enterprise software solutions.
• Experience with core accounting principles and financial business processes.
• Knowledge of General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Fixed Assets (FA), Cash Management, Banking, and Financial Reporting concepts.
• Experience analyzing financial transaction flows and troubleshooting data discrepancies.
• Experience communicating technical findings to business users.
• Experience working in a customer-facing support environment.

Preferred Qualifications:

• Bachelor's degree in Accounting, Finance, Information Systems, Computer Science, or a related field.
• Experience with financial reporting tools such as Birst, Data Lake, Data Fabric, Excel-based reporting, or Business Intelligence platforms.
• Knowledge of banking processes including ACH, Positive Pay, Cash Management, electronic payments, and bank reconciliations.
• Experience supporting integrations between ERP financial applications and external systems.
• Familiarity with ITIL processes and support ticket management systems such as Salesforce or ServiceNow.
• Experience troubleshooting cloud-based ERP environments hosted on AWS or Azure.