Sapphire Systems plc Hiring for Infor SunSystems Support Consultant at Remote Full Time

Job Summary:

The Infor SunSystems Support Consultant will work within a dedicated 24×5 support function to provide a customer focused service across our existing Infor SunSystems Customer base across the globe.

The individual will be a Customer focused IT professional with a diversified background in Infor SunSystems application support across a variety of industries. The role will provide application support to a large Customer base while working in conjunction with other departments within the global Sapphire organization. Strong technical abilities will be critical in identifying solutions and assisting with any issues as they arise.

The role is predominantly shifted within UK working hours (08:00 to 18:00) ,with no travel expected. However, due to the nature of the services provided, some flexibility around these hours will be required based on global delivery requirements.

Duties/Responsibilities:

• Provide application support across the Infor SunSystems software and the associated integrations/add-ons through telephone, e-mail, and self-service tools
• Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress
• Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue
• Provide proactive workarounds where technical constraints impede the business process
• Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible
• Use remote resolution methodologies such as WebEx to apply software fixes, upgrades, system changes and amendments
• Liaise with 3rd parties for all software bugs while following up to ensure Sapphire’s SLAs are met or exceeded
• Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing
• Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management
• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)
• As required, review and test Infor SunSystems, 3rd party add-ons and internal SDK development patches and versions
• Advise where necessary, existing, and prospective Customers on best practices of Infor SunSystems and Sapphire software
• Conduct monthly webinars for Customers on Infor SunSystems products and related applications

Required Skills/Abilities:

• Provide application support across the Infor SunSystems software and the associated integrations/add-ons through telephony, e-mail, and self-service tools
• Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress
• Diagnose, troubleshoot, and resolve unique, nonrecurring problems while classifying the impact and urgency of the ticket and determining the source of issue
• Provide proactive workarounds where technical constraints impede the business process
• Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible
• Use remote resolution methodologies such as WebEx to apply software fixes, upgrades, system changes and amendments
• Liaise with 3rd parties for all software bugs while following up to ensure Sapphire’s SLAs are met or exceeded
• Document procedures, knowledge base articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing
• Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management
• Identify potential consultancy and/or training requirements while dealing with the Customer and passing these to appropriate Account Manager(s)
• As required, review and test Infor SunSystems, 3rd party add-ons and internal SDK development patches and versions
• Advise where necessary, existing, and prospective Customers on best practices of Infor SunSystems and Sapphire software
• Conduct monthly webinars for Customers on Infor SunSystems products and related applications

Experience:

• 3 years plus of supporting, troubleshooting and resolving Infor SunSystems implementations and the associated integrations/add-ons
• A thorough understanding of core Infor SunSystems concepts
• A background of working within a support team providing Customer focused services
• 
  Outstanding Customer relationship building skills with the ability to grasp Customers’ needs and suggest timely solutions
• Degree in Information Systems, Computer Science, related technical discipline, or equivalent experience
• Skills:
  • Capable of troubleshooting Infor SunSystems, Q&A and integrations
  • An understanding of Professional Advantage’s software
  • A good understanding of business processes and objectives; and the implementation of Infor SunSystems technologies in complex organisations
  • Able to see the “bigger picture” to deliver value through Sapphire services with an ability to resolve issues using all available resources
  • The ability to interface and influence at all levels in an organisation
  • Strong organisational skills with an ability to manage competing Customer demands
  • Excellent written, verbal communication, analytical, presentational and facilitation skills

  Capabilities

  • Technical Capability:
    • Uses technical, job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements and Customer expectations
  • Personal Effectiveness and Professionalism:
    • Maintains a professional attitude and approach to work. Uses initiative and has a proactive approach with a drive to contribute. Focuses on achieving positive results, contributing to team goals and the overall success of the business
  • Customer Focus (internal and external customers):
    • Drive and motivation to meet and exceed Customer expectations, making their needs a primary focus of your actions. Nurtures relationships by recognising and delivering on internal and external Customers requirements and opinions
  • Relationship Building & Teamwork:
    • Builds effective relationships through positive communication that motivates and influences others. Effectively communicates relevant ideas or details of events in a way that enhances relations in the work environment
  • Innovation & Change:
    • Innovates to improve current working practices, products, and technologies to provide business opportunities and results. Adapts well to and is energised by change, whilst maintaining focus on key business goals and personal objectives