Infor is an enterprise software provider and strategic technology partner for more than 68,000 organizations worldwide. Our software is purpose-built for specific industries, providing complete suites that are designed to support progress – for individuals, for businesses, and across networks. We believe in the beauty of work, the importance of relationships, and the power of ideas to drive significant positive change.
Application Consultant with German (technical)
Miejsce pracy: Wrocław
Position Summary:
Resolve technical application incidents and support software development and new patch releases through programming, testing and/or consulting skills while being part of an experienced project Team responsible for an ERP solution dedicated to German public sector.
Your Responsibilities / Activities:
- Act as a point of contact between Infor Managed Services and public client, on a day-to-day basis
- Own and monitor the progress of incidents being actively involved in the incident lifecycle. Resolve issues within defined service levels
- Act as a second and/or third level resolution point. Provide customers with a solution, bug fix, work around or action plan assuring Quality of Service
- Support and be actively involved in new software version development and release
- Use of problem solving skills in order to come up with the best business solution and effectively troubleshoot and solve his issues caused by unique circumstances or software problems
- Document issues clearly and concisely in the management tool
- Maintain day to day responsibility for the ownership and resolution of Service Management issues which arise in connection with IMS offerings
- Keep client informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities
- When required, able to 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
Your education, experience & skills which makes You The One:
- Excellent German skills
- Good English skills
- Previous software implementation experience and/or at least basic programming skills
- Willingness to work on customer site in Germany during the knowledge building phase which will take up to six months and on ad hoc basis afterwards
- Customer support and incident solving experience preferably in the IT sector
- Knowledge and experience of concepts and principles of application (ideally ERP software), systems or technical expertise area(s)
- Strong analytical skills and specific or vertical knowledge
- Excellent time management, communication (oral and written), presentation, and organizational skills
- Self-motivated team player with strong drive for development and good interpersonal skills