Enterprise Applications Support Specialist

The Enterprise Applications Support Specialist - CSD is the first point of contact for user support across the organization’s Infor CloudSuite Distribution (CSD) environment and connected business applications. This frontline role owns Tier 1 and routine Tier 2 support: triaging requests, resolving common issues, maintaining user access, and escalating complex problems to the Enterprise Applications Administrator with clear, well-documented detail.

Reporting to the Enterprise Business Applications Manager - Infor CSD, the Specialist builds broad familiarity with the enterprise application portfolio through daily support work, testing cycles, and documentation - providing a natural growth path toward deeper administration and analyst responsibilities.

Key Responsibilities

• Serve as the first point of contact for Infor CSD and business application support requests; triage, prioritize, and resolve Tier 1 and routine Tier 2 issues, escalating complex problems to the Enterprise Applications Administrator with clear documentation.

• Manage the support ticket queue: log requests, track progress, document resolutions, and follow up with users through closure.

• Administer user accounts and access: new user setup, security role assignments, and deactivations in accordance with established governance standards.

• Provide how-to assistance and first-line functional support for users across order entry, purchasing, inventory, pricing, accounts receivable, and accounts payable.

• Perform routine data maintenance in Infor CSD, including product, customer, and vendor records, following established data standards.

• Create and maintain end-user documentation, quick reference guides, and training materials.

• Assist with onboarding and training of new Infor CSD users.

• Execute assigned test scripts during monthly regression testing cycles; document and report issues found.

• Assist with validation of data refreshes in TST (test) and TRN (training) environments.

• Monitor scheduled jobs and integration alerts, escalating failures promptly to the Enterprise Applications Administrator.

• Identify recurring issues and improvement opportunities, reporting trends to the Enterprise Business Applications Manager and Enterprise Applications Administrator.

• Support go-live, patch, and upgrade activities, including user communication and post-change support.

Systems Environment

The Enterprise Applications Support Specialist provides frontline support across the following enterprise application platforms:

• ERP: Infor CloudSuite Distribution (CSD)

• Middleware: Infor ION

• eCommerce: ROC Commerce, American Eagle (Backend only)

• PIM: Akeneo

• BI, Reporting & Data: Informer BI, Infor Data Lake, Tridex Datapond, Phocas

• Cloud Based Dashboards and Productivity Tracking: Nsyteful Ballistix and Infor Activities

• Process Automation / BPM: Kodaris

• Tax Compliance: Avalara

• EDI and API-based trading partner integrations

• CRM: WPCRM

• Document Management: Infor Document Management, Unform

• WMS: Infor TWL H5

• Cloud: AWS

• File Transfer: Goodsync

• Productivity: Microsoft 365 (Outlook, Teams, and related tools)

• Associate’s or bachelor’s degree in Information Systems, Business, or a related field; or equivalent experience.

• 1+ years of application support, help desk, or ERP end-user experience.

• Strong customer service orientation with clear written and verbal communication skills.

• Solid troubleshooting instincts and disciplined documentation habits.

• Proficiency with Microsoft 365 (Excel, Outlook, Teams).

Ability to manage and prioritize a support queue with multiple concurrent requests

Join us to be part of a forward-thinking team dedicated to leveraging cutting-edge technology solutions! We value innovation-driven professionals who thrive in fast-paced environments and are eager to support enterprise-wide success through technical excellence.

Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance