General information
Country
Mexico
City
Mexico City
Department
Software as a Service
Job ID
34582
Description & Requirements
The Cloud Consultant will deliver a wide array of application management services and specific recommendations surrounding applications, technologies, and tools. Develop ongoing, successful business relationships with customers and provide them with application management expertise and "best practice" recommendations.
Resolve and facilitate resolution of functional, business process related application incidents raised by clients in accordance with contract SLA and overall guidelines of service delivery by Infor.
You will closely cooperate with different internal teams from Infor Global Support, Technical and Functional Support as well as Development Team and Project Managers.
A Day in The Life Typically Includes:
Act as a point of contact between Infor Managed Services and client - provide support for the live application software, on a day-to-day basis.- Be a focal point for reporting incidents and make service requests: either find the root cause and fix the incident or manage it through to resolution within defined service levels.
- Understand and be able to communicate the purpose and capabilities of the extensions and tools provided by Infor Product Development to suggest and implement solutions to client business issues.
- Document issues clearly and concisely in the ticket management tool.
- View client system environment holistically to proactively identify and resolve issues before they impact the end-user operation or SLAs.
- Update operational document libraries and knowledge base to facilitate future resolution of common errors.
- Operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management etc.
- Act in a team-oriented way to increase customer satisfaction.
- Maintain consistently the level of skills that helps increase customer satisfaction.
- Comply with applicable company rules, regulations, procedures, and guidelines.
Required skills:
Strong English (both spoken and written).- Experience and understanding of Finance and/or Sales Business Processes.
- Customer/key user support and incident solving entry experience, preferably in the IT sector.
- Strong analytical skills
- Strong time management, communication, and organizational skills.
- Self-motivated team player with a strong drive for development and good interpersonal skills.
Preferred Qualifications:
Bonus points for 2nd EMEA language would be an asset (at least B1).- Nice to have previous ERP experience.
- Able to work under pressure and meet deadlines assuring the quality-of-service delivery.
- Nice to have experience in ITIL foundation v4.
- Contribution motivated.
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.
For more information visit www.infor.com
Infor Values:
Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.
We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (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.
