Infor Workforce Management (WFM) Support Specialist
Gravity IT Resources
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Job Title: Infor Workforce Management (WFM) Support Specialist
Location: Winston-Salem, NC OR Remote
Type: Contract
Position Summary:
Our large healthcare system is seeking a skilled Infor Workforce Management (WFM) Support Specialist to join our IT Support team. The ideal candidate will have hands-on experience with WFM systems and a deep understanding of how these systems operate. This role focuses on resolving ticket-based issues related to our WFM tools, particularly those within the Infor Cloud Suite, and investigating the root causes of problems to improve overall system efficiency.
Key Responsibilities:
- Ticket Resolution: Manage and resolve incoming support tickets related to WFM functions via email and other internal communication channels. Aim to close 80% of tickets independently.
- Issue Investigation: Thoroughly investigate and diagnose the severity and nature of reported issues. Determine whether problems are isolated incidents or part of a larger, underlying issue.
- Infor WFM Functionality: Utilize hands-on knowledge of Infor WFM processes and triggers to identify and resolve issues effectively. Understand the different functions and triggers within the WFM system.
- Infor Cloud Suite Experience: Leverage experience with the Infor Cloud Suite to address and resolve issues specific to this tool.
- Root Cause Analysis: Analyze recurring problems to identify root causes and develop solutions. Test and verify solutions to ensure they address the issues comprehensively.
- Escalation: Escalate complex or unresolved issues to the DPS team as needed, ensuring detailed documentation and context for continued support.
- Documentation: Maintain accurate records of ticket resolutions and investigations. Document patterns and common issues to assist in improving system stability and support processes.
Qualifications:
- Experience: Hands-on experience with Infor Workforce Management (WFM) systems and a strong understanding of their functionalities and triggers.
- Tool Knowledge: Proficiency with Infor Cloud Suite or similar WFM tools.
- Analytical Skills: Strong problem-solving skills with the ability to analyze and investigate complex issues.
- Support Experience: Prior experience in a Tier 3 support role, or similar, is highly desirable.
- Communication: Effective communication skills for documenting issues and providing clear, actionable information to the team.
- Attention to Detail: Meticulous attention to detail with the ability to handle multiple tickets and priorities efficiently.
Preferred Skills:
- Healthcare System Knowledge: Familiarity with the specific needs and challenges of large healthcare systems.
- Process Improvement: Experience in identifying and implementing improvements based on issue analysis and root cause investigations.
Additional Information:
- This position is not client-facing; all interactions will be internal.
- Business process design is not a part of this role; the focus is on ticket resolution and investigation.
- The role requires a commitment to high-quality support and efficient resolution of issues.