The position involves providing L2/L3 support for Infor Workforce Management (WFM) across various functional modules, particularly focusing on Time & Attendance, Scheduling, and Absence. The role requires handling incident, service request, and problem management tickets using ITSM tools like ServiceNow. The candidate will perform root cause analysis, identify configuration or data-related issues, and provide permanent solutions. Close collaboration with business users is essential to understand issues and provide functional resolutions or workarounds. Additionally, the role includes configuring or troubleshooting new and existing rules, pay codes, calculation groups, and validations. The candidate will also collaborate with Infor support for raising service requests and follow up for resolution of product-related defects. Other responsibilities include assisting in regression testing, system upgrades, and patch validation activities for newer versions, supporting integration flows with third-party systems such as HRMS, Payroll, and Time Clocks, preparing functional documentation, monitoring batch jobs, system health, and interfaces, and providing end-user training or coaching as required.