Product Support Analyst, Senior

General information

Country

Philippines

City

Manila

Job ID

45732

Department

Customer Support

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

We are seeking an experienced Support Analyst to join our team supporting the Infor Property Management and Construction (IPMC) software suite. This role is responsible for providing advanced technical and functional support to customers, serving as a subject matter expert across key modules, and mentoring junior analysts. The Support Analyst plays a critical role in ensuring timely resolution of complex issues and driving customer satisfaction in a dynamic enterprise software environment.

A Day in The Life Typically Includes:

• Deliver second- and third-level application support for the Infor Property Management and Construction platform, including complex troubleshooting and root cause analysis.
• Serve as an escalation point for high-priority or unresolved issues from associate and intermediate analysts.
• Analyze, diagnose, and resolve advanced technical and functional cases across modules such as US/Canadian Payroll, Job Cost, General Ledger, Accounts Payable, Property Management, and Tenant Receivables.
• Collaborate closely with development, QA, and product teams to drive resolution of product defects and enhancement requests.
• Lead and participate in testing patches, upgrades, and configuration changes to ensure system integrity and compliance with customer requirements.
• Develop and maintain knowledge base content, support documentation, and training materials for internal and customer use.
• Mentor and train associate and intermediate analysts to build overall team expertise and capability.
• Monitor support trends, identify recurring issues, and recommend process or product improvements.
• Maintain current knowledge of product releases, industry trends, and best practices relevant to IPMC solutions.

What You Will Need:

Basic Qualifications:

• Bachelor's degree in Information Systems, Business Administration, Accounting, Construction Management, Payroll or a related field
• Strong customer service skills with an ability to communicate clearly and effectively
• Basic understanding of property management or construction business processes
• Willingness to learn enterprise software systems and support methodologies
• Detail-oriented with strong organizational and documentation skills

What Will Put You Ahead?

Preferred Qualifications:

• Exposure to Infor software, particularly IPMC or legacy versions such as V10/V11
• Familiarity with real estate accounting, property operations, or project costing workflows
• Experience using support tools such as Salesforce, Jira, or ServiceNow
• Basic knowledge of SQL or report-building tools like Crystal Reports
• Familiarity with Infor OS, including experience with ION, Infor Document Management (IDM), and Infor DataLake

About Infor

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.

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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. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

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 at the bottom of the webpage.