[Remote] HR Product Support Analyst

Note: The job is a remote job and is open to candidates in USA. Infor is a global leader in business cloud software products, and they are seeking a technical Product Support Analyst to join their Talent Acquisition systems team. The role involves resolving complex technical issues, driving continuous improvement, and enhancing customer experience while ensuring system reliability. 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 Skills • 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 • 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 Company Overview • Infor is a global leader in business cloud software products for companies in industry specific markets. It was founded in 2002, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is Apply tot his job