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What We Have to Offer
Job Description
Product Support Analyst, Senior
Department: Customer Support
Employment Type: Full Time
Location: Tunis
Description
The Product Support Analyst - Infor M3 Finance provides application and technical support to customers using Infor M3, with a focus on Finance and Accounting modules. The role involves answering complex functional and technical questions related to product usage, configuration, and financial processes via phone and/or remote connections.
Support activities include functional analysis, data analysis, testing, and troubleshooting to resolve customer-reported issues. This position acts as a primary support liaison between Infor and its customers, working in a highly collaborative, team-oriented environment. We are looking for analysts to strengthen our Finance support capability in a fast-evolving ERP and cloud environment.
Support activities include functional analysis, data analysis, testing, and troubleshooting to resolve customer-reported issues. This position acts as a primary support liaison between Infor and its customers, working in a highly collaborative, team-oriented environment. We are looking for analysts to strengthen our Finance support capability in a fast-evolving ERP and cloud environment.
A Typical Day in the Life Includes:
- Resolving customer questions and issues related to Finance modules of Infor M3 (e.g. General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Cost Accounting, Financial Reporting).
- Performing functional and data analysis, testing, and troubleshooting to identify root causes and validate solutions.
- Proactively keeping customers informed about issue status and resolution timelines, with a strong focus on customer satisfaction and retention.
- Managing workload effectively while following established Support Procedures and SLAs.
- Collaborating with other support analysts, escalating appropriately, and providing structured feedback to Development teams, with guidance from senior analysts or mentors.
- Participating in follow-up activities, including regression testing and validation of fixes.
- Contributing to and maintaining knowledge base documentation, including solutions, workarounds, and best practices.
- Continuously developing product and domain knowledge in Infor M3 Finance and identifying areas for further specialization.
Basic Qualifications:
- Strong customer focus with excellent verbal and written communication skills.
- Good analytical and problem-solving skills, particularly for financial and functional issues.
- Ability to analyze data, accounting flows, and system behavior to identify root causes.
- Team player with the ability to build strong working relationships with peers and stakeholders.
- Fluency in English.
- Strong writing skills, enabling clear documentation of complex functional concepts.
- Relevant degree or master’s (Finance, Accounting, Information Systems, or related field), or equivalent training and experience.
- Knowledge of ERP systems.
- Solid understanding of accounting principles and financial processes.
Preferred Qualifications:
- Previous experience working in a finance or accounting environment, ideally with hands-on exposure to ERP systems.
- Experience supporting or using Infor M3 Finance or another ERP finance module.
- Knowledge of financial closing, reporting, and reconciliation processes.
- French or another European language is a plus.
What We Have to Offer
- Mentorship from experienced senior analysts to support career growth.
- Opportunity to be part of an exciting expansion of Support Operations in Tunisia.
- Comprehensive onboarding and continuous training and development programs.
- Opportunity to work with one of the world’s leading enterprise software companies.
- A rewarding career in an international, multicultural environment.
- Exposure to complex customer environments and collaboration with recognized experts in ERP and Finance domains.