Product Support Analyst

Archer; Atlanta (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Archer, in partnership with Infor, seeks a Financial Product Support Analyst for its Global Support team. The role supports customers using Infor Financial solutions and ensures maximum ERP value through coordination with Product Management, Development, and Cloud Operations.

You will troubleshoot GL, AP, AR, FA, Cash Management, and reporting issues, analyze transactions, and assist with period-end processes, collaborating with internal teams to resolve escalations and share best practices.

Qualifications

• Experience supporting ERP Financial applications or enterprise software solutions.
• Understanding of core accounting principles and financial business processes.
• Familiarity with General Ledger, AP, AR, Fixed Assets, Cash Management, Banking and Financial Reporting.

Responsibilities

• Provide high-quality support for Infor Financial applications and customer satisfaction.
• Troubleshoot GL, AP, AR, FA, Cash Management, and financial reporting issues.
• Analyze financial transactions and configurations to identify root causes and solutions.
• Assist with period-end processes, reconciliations, and integration-related issues.

Skills

ERP financial apps

Accounting principles

GL/AP/AR/FA knowledge

Financial reporting concepts

Data discrepancy troubleshooting

Customer-facing support

Technical communication

Education

Bachelor's degree in Accounting/Finance/IS/CS

Tools

Salesforce

ServiceNow

Excel

Birst

Data Lake

Data Fabric

Business Intelligence platforms

AWS

Azure

Job description

Archer is collaborating with Infor to connect them with exceptional professionals for this role.

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.