Product Support Analyst

Department: Customer Support

Employment Type: Full Time

Location: Atlanta

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.

• 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.

• 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.

• 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 Service Now.
• Experience troubleshooting cloud-based ERP environments hosted on AWS or Azure.