General information
Country
Philippines
City
Manila
Job ID
40802
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid
Description & Requirements
The PM will be part of a cross-functional project team focused on supporting and implementing new ServiceNow CSM functionality. The PM will need to have a strong understanding of Support Operations, proven customer support experience, knowledge of the ServiceNow Customer Service Management application, ability to manage projects, challenge the status quo by reviewing use cases and requirements, taking into consideration CS best practices, identifying gaps in our current system with the final outcome of a Best in Class CSM system for Infor. This will include improved effectiveness through process analysis, workflow redesign, and system development and improvements with regard to business requirements, business process redesign, user interface needs, reporting, integration and data needs, training and operational readiness activities.
Essential Duties
Supporting internal resources on the use of SN CSM and other support related tools.
Ensure that requirement specifications have been prepared and agreed upon if defects or missing functionality is identified.
Researching complex problems, developing and communicating clear, concise and well organized solutions.
Ensure that design walkthroughs are conducted to communicate, gain signoff on Business Designs to other members of support leadership and SME's.
Basic Qualifications:
Degree in Business Administration/Management or Computer Science
3-5 years Customer Support experience
2 years ServiceNow CSM experience
2 years Support Operations experience
2 years Project Management experience preferably with ServiceNow SCM
A firm understanding and executing on the large-scale thinking and the approach needed for success of a project; able to plan, prioritize and deliver within constrained timelines.
Professionalism and excellent communication skills which will astonish the Infor Executive team.
Proven ability to develop collaborative relationships and work effectively with all levels of organization and a team with a variety of subject matter expertise, including customers and partners.
Proven ability to take calculated actions in complex or ambiguous situations to set a direction or resolve issues
Preferred Qualifications:
Experience working with key technology partners and vendors (ServiceNow, AWS)
Experience with relational databases (e.g. MySQL)
Experience with Jira and Microsoft Projects
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
