HR Product Support Analyst

General information

Country United States State Georgia City Atlanta Job ID 48037 Department SaaS Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

Infor is hiring a technical HR Product Support Analyst to join our Talent Acquisition systems team. This role resolves complex technical issues across platforms like Infor HR Talent, leads cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that elevate the customer experience. The Senior Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback—all while ensuring system reliability and alignment with business goals.
A Day in The Life Typically Includes:

• 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.

Basic Qualifications:

• 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, troubl