• Provides support to internal and external clients that use Infor Process Automation (IPA) software is maintained and handled by the company.• Making sure that all the incoming requests/incidents are handled and answered in a timely manner.• Escalate software bugs/issues for new and old versions of the system deployed by the development team.• Coordinate with other teams if needed to provide resolution most especially the P1 incidents.• Read software/error logs, test process… Show more • Provides support to internal and external clients that use Infor Process Automation (IPA) software is maintained and handled by the company.• Making sure that all the incoming requests/incidents are handled and answered in a timely manner.• Escalate software bugs/issues for new and old versions of the system deployed by the development team.• Coordinate with other teams if needed to provide resolution most especially the P1 incidents.• Read software/error logs, test process flows, and provide root cause analysis to each issue/ticket raised.• Creates documentation and instructional guidelines for systems/applications procedures and usage.• Proper case entry documentation into our case management system (Infor Extreme).• Use tools to remotely access end-user systems and perform corrective actions to resolve the user’s problem (WebEx).• Resolves basic and repeatable issues, route tickets appropriately through the system, document work, and triage andescalate internally if needed. Show less

• Provides and satisfies first and second level system/application support for requests, questions and technical training issues. • Manages and coordinates with vendors to provide uninterrupted service. • Serving as the organization's point of contact for system/application issues, keeping current with ongoing developments and new technologies. • Creating user accounts, resetting account passwords, access issues and configuration requests, etc.• Provides employee introductions… Show more • Provides and satisfies first and second level system/application support for requests, questions and technical training issues. • Manages and coordinates with vendors to provide uninterrupted service. • Serving as the organization's point of contact for system/application issues, keeping current with ongoing developments and new technologies. • Creating user accounts, resetting account passwords, access issues and configuration requests, etc.• Provides employee introductions to various systems/applications and training as needed.• Establishes and provides guidelines for continuous group and one on one training and initiates ongoing follow-up with internal/external customers. • Creates documentation and instructional guidelines for systems/applications procedures and usage.• Proper case entry documentation into our case management system (Zendesk and Salesforce).• Use tools to remotely access end user systems and perform corrective actions to resolve the user’s problem (WebEx).• Handles both simple and complex troubleshooting issues. • Resolves basic and repeatable issues, route tickets appropriately through the system, document work, and triage and escalate internally if needed. Show less

• Provides technical assistance to our client’s executive personnel such as HR Directors, Vice President, CEO, COO, etc. via phone, emails & chat. • Provides support on resetting passwords, managing security access and permissions, user’s self-service registration, browser troubleshooting, browser optimization, analysis of different software issues and escalations.• Creates, troubleshoot and educate clients on how to build reports through their payroll system such as Simple Reports… Show more • Provides technical assistance to our client’s executive personnel such as HR Directors, Vice President, CEO, COO, etc. via phone, emails & chat. • Provides support on resetting passwords, managing security access and permissions, user’s self-service registration, browser troubleshooting, browser optimization, analysis of different software issues and escalations.• Creates, troubleshoot and educate clients on how to build reports through their payroll system such as Simple Reports, Complex Reports, Management Reports, HR Related Reports (Workforce now).• Gather and verifying information to pull up the most accurate report based from their requirements.• Check discrepancies or inaccuracies with the reports that they built if any.• Communicate and follow up with other teams about specific information on the report if needed.• Documenting calls, emails, chat details on our ticketing system. (Siebel) Show less