Product Support Analyst

Infor•Alpharetta, GA

77d•Onsite

About The Position

Infor is hiring a technical Product Support Analyst to join our Talent Acquisition systems team. This role resolves complex technical issues across platforms like Infor HR Talent, lead cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that elevate the customer experience. The Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback-all while ensuring system reliability and alignment with business goals.

Requirements

Experience in supporting multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex technical issues.
Experience supporting Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support).
Technical experience in Java, JavaScript, SQL scripting, database systems, web applications, and cloud infrastructure.
Experience delivering efficient, high-impact service to clients under tight deadlines.
Experience managing escalations and setting clear, realistic expectations with customers.
Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical issues, and facilitating interactive discussions with customers.
Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Nice To Haves

Bonus: Hands-on experience with Infor HR Talent (or other Talent Acquisition software suites such as Workday, SAP SuccessFactors, Oracle HCM, or iCIMS).
Bonus: Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting).
Bachelor's degree in Business, Computer Science, or equivalent technical training preferred.

Responsibilities

Resolve highly complex, high-impact issues related to Talent Acquisition systems (e.g., Infor HR Talent), focusing on product functionality, system configuration, integrations, and technical environments - often serving as the final escalation point before engineering.
Conduct in-depth functional and program analysis, testing, and debugging to diagnose and resolve customer-reported issues with precision and efficiency.
Uphold a professional, service-oriented image by delivering clear, proactive communication and sustainable solutions that strengthen user confidence and team collaboration.
Act as the go-to product and process expert on critical cases; coordinating cross-functional support efforts with sound judgement, technical leadership, and focus on minimizing downtime and maximizing productivity.
Mentor junior team members, fostering a high-performing support culture, and driving continuous improvement in both team capabilities and customer satisfaction.
Engage with high-priority customers to deliver fast, accurate solutions using advanced system and business knowledge-ensuring alignment with talent acquisition priorities.
Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements.

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