Senior Staff Engineer - INFOR M3 Application Support Analyst

Job Description

Role - INFOR M3 Application Support Analyst
Location - Toronto, ON CANADA
Work Model - Onsite - Hybrid (1-2 days work from office)
Employment Type - Fulltime

Job Overview: 

• We are seeking an experienced IT professional to support the Global Service Delivery & Release Manager with enterprise service delivery and release management across a global portfolio of business-critical applications and technology platforms. 
• The Application Support Analyst will maintain relationships with business users, application specialists, and vendors to ensure applications function smoothly and align with organizational goals. 
• This is an excellent opportunity for an employee who is eager to grow into a key team member within a newly formed function. 
• Success in this position requires curiosity, adaptability, attention to detail, and a willingness to take on increasing responsibility while helping the organization mature its global delivery and release management capabilities. 

Responsibilities: 

• Provide initial support, tracking, and resolution for end-user issues and service requests through ticketing systems. 
• Escalate end-user issues and service requests to the next level of support or management, as necessary.
• Maintain communication with end users and function as a liaison between users and the appropriate support or IT teams throughout the resolution process. 
• Communicate clearly with users to gather information, provide updates, and ensure timely issue resolution. 
• Document solutions and contribute to knowledge base articles and support materials.
• Participate in training and development activities to increase technical knowledge of supported applications. 
• Manage user onboarding and offboarding processes for supported applications. 
• Complete assignments, projects, and tasks to meet objectives and goals defined for the Digital Support team. 
• Manage M3 tickets in Easy Vista, including triage to the IMS team, coordination with business users, solution testing, and escalation management. 
• Manage Infor Concierge tickets and work with the Standard Support team to resolve user issues. 
• Create and manage user accounts for M3 in all environments, Infor Concierge, Infor University, and Project UNITE, while supporting non-standard onboarding and consultant access needs. 
• Troubleshoot user account issues and support new user creation processes in coordination with internal stakeholders. 
• Monitor IMS operations, including number series, integrations, error BODs, and jobs. 
• Create and review M3 enhancement requests and manage the Jira environment for M3, including monthly release uploads. 
• Support release-related activities by coordinating testing, documenting changes, and helping ensure readiness for application updates. 
• Analyze recurring issues and incident trends to support continuous improvement in application support and service quality. 
• Work with the M3 User Group (MUGA) and collaborate with the QlikView team to define requirements, maintain the M3 dashboard, and support Easy Vista issues and enhancements. 
• Maintain accurate ticket ownership and status updates to ensure clear visibility and accountability. 
   

Qualifications

Must have Skills:

• Minimum 7 years of experience in INFOR M3.
• Strong experience in an IT environment, preferably in application support, service delivery, or a related discipline. 
• Ability to communicate effectively with both technical and non-technical users and stakeholders. 
• Strong technical diagnostic and troubleshooting skills, including problem investigation, reproduction, and resolution. 
• Experience working with ticketing systems, support workflows, and service request management. 
• Familiarity with incident management, issue escalation, and service performance monitoring. 
• Exposure to release-related activities, change documentation, testing coordination, or application deployment support is preferred. 
• Proficiency with tools such as Jira, Easy Vista, Infor Concierge, or similar support and work management platforms is preferred. 
• Strong verbal and written communication skills. 
• Strong organizational skills, diligence, and the ability to prioritize and manage multiple tasks effectively. 
• Ability to work effectively under pressure and collaborate with cross-functional teams. 
• Bachelor's degree in Computer Science, Engineering, Mathematics, a related technical discipline, or equivalent experience preferred.

Additional Information

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.