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Answers customer phone calls and validates entitlement to services
Logs inbound support calls/emails, prioritizes them and collects pertinent information
Monitors various CRM systems as well as mailboxes for customer Inquiries, manages Contact Registrations and sets temporary support extensions when and if applicable
Routes and directs escalated calls as needed for resolution
Responsible for language translation of inbound support calls and emails
Prepare Contracts for ICS projects, and build productive relationships and feedback loops with Legal, Finance, Sales, and Product teams to drive agreement efficiencies and facilitate deal closure
Partner with Solution architects and Services Sales Teams globally to understand scope and opportunity
Effectively interacting with customers (internally) to identify the functional scope of the solution, prior to the bid estimation process
Build on customer relationships, gain commitment and ensure that all customer requirements are identified and met
Creating services proposals (“bids”) to effectively implement Infor solutions globally
Demonstrate a solid approach to the sales process with creativity and vision
Comply with all company processes and tools used to record and track opportunities and orders and report progress
Ensure compliance with published Pricing, Sales, and Business Approval policies
Serve as a trusted advisor to internal Sales concerning process and pricing requirements
Help designers understand and document the value add of their work for hand-off to communications, documentation, and enablement
Advocate for the end user and help ensure designers strive for, meet, and exceed design fidelity
Participate in the ongoing evaluation of the team and help identify gaps in skillsets across the team and professional growth opportunities for individual team members
Work with design team members to create and enforce UX/design best practices and processes. Identify team needs regarding process, tools, documentation, and asset management; driving required changes to make sure designers are working at optimum efficiency
Provide design plan, define milestones, track deliverables, and manage resources
Ensure designers - across a global design team - are fully and effectively allocated
Ensure design deliverable deadlines are met across a variety of workstreams and are feasible
Proactively communicate unexpected delays in delivery and recalibrate deliverables and deadlines to minimize disruption
Proactively identify, escalate, and mitigate issues
Engage across other Infor Design teams as needed to queue up related workstreams that support design
Act as a liaison between the customer and the Project Team to ensure that all contractual matters are efficiently and promptly addressed and coordinated
Respond to complex inquiries using problem-solving skills to find the best business solution
Contract administration, review, and management to ensure compliance with terms and conditions
Prepare and maintain current operational document libraries, operate reporting tools, and prepare reports for customers and Infor
When managing any of the key ITIL processes such as Incident Management, Change Management, Problem Management, etc., operate effectively and with minimal supervision as required
Act as a liaison between the customer and the Project Team to ensure that all contractual matters are efficiently and promptly addressed and coordinated
Respond to complex inquiries using problem-solving skills to find the best business solution
Contract administration, review, and management to ensure compliance with terms and conditions
Prepare and maintain current operational document libraries, operate reporting tools, and prepare reports for customers and Infor
When managing any of the key ITIL processes such as Incident Management, Change Management, Problem Management, etc., operate effectively and with minimal supervision as required
Develop strong functional consulting skills surrounding Infor applications (and related third-party) technologies and tools to support product customizations, modifications, and related consulting/training activities
Act as a point of contact between Infor Managed Services and the client - provide support for the live application software
View the client system environment holistically to proactively identify and resolve issues
Document issues clearly and concisely in the ticket management tool
Analyze and interpret client requirements, drafting functional descriptions and/or programming specifications as required
Analyze customers' business requirements and objectives and develop business processes to meet customers' business needs
Model to-be business processes in the Infor application - document and communicate the planned use of the Infor application
Work as an integral part of the Global IMS Delivery Team – recommending innovations and process improvements that will make overall delivery more efficient
Help designers understand and document the value add of their work for hand-off to communications, documentation, and enablement
Advocate for the end user and help ensure designers strive for, meet, and exceed design fidelity
Participate in the ongoing evaluation of the team and help identify gaps in skillsets across the team and professional growth opportunities for individual team members
Work with design team members to create and enforce UX/design best practices and processes. Identify team needs regarding process, tools, documentation, and asset management; driving required changes to make sure designers are working at optimum efficiency
Provide design plan, define milestones, track deliverables, and manage resources
Ensure designers - across a global design team - are fully and effectively allocated
Ensure design deliverable deadlines are met across a variety of workstreams and are feasible
Proactively communicate unexpected delays in delivery and recalibrate deliverables and deadlines to minimize disruption
Proactively identify, escalate, and mitigate issues
Engage across other Infor Design teams as needed to queue up related workstreams that support design
Develop strong functional consulting skills surrounding Infor applications (and related third-party) technologies and tools to support product customizations, modifications, and related consulting/training activities
Act as a point of contact between Infor Managed Services and the client - provide support for the live application software
View the client system environment holistically to proactively identify and resolve issues
Document issues clearly and concisely in the ticket management tool
Analyze and interpret client requirements, drafting functional descriptions and/or programming specifications as required
Analyze customers' business requirements and objectives and develop business processes to meet customers' business needs
Model to-be business processes in the Infor application - document and communicate the planned use of the Infor application
Work as an integral part of the Global IMS Delivery Team – recommending innovations and process improvements that will make overall delivery more efficient
Help designers understand and document the value add of their work for hand-off to communications, documentation, and enablement
Advocate for the end user and help ensure designers strive for, meet, and exceed design fidelity
Participate in the ongoing evaluation of the team and help identify gaps in skillsets across the team and professional growth opportunities for individual team members
Work with design team members to create and enforce UX/design best practices and processes. Identify team needs regarding process, tools, documentation, and asset management; driving required changes to make sure designers are working at optimum efficiency
Provide design plan, define milestones, track deliverables, and manage resources
Ensure designers - across a global design team - are fully and effectively allocated
Ensure design deliverable deadlines are met across a variety of workstreams and are feasible
Proactively communicate unexpected delays in delivery and recalibrate deliverables and deadlines to minimize disruption
Proactively identify, escalate, and mitigate issues
Engage across other Infor Design teams as needed to queue up related workstreams that support design
Designs, develops, and documents Infor COM application business logic and framework, especially new functionality, and enhancements, based on functional and legal requirements
Performs defects corrections, release testing and beta support which may require research and analysis
Works as part of a team which consists of Technical and Functional software engineers, as well as Quality Assurance and Product Management
Cooperates with the members of other Infor departments, e.g., with the Product Support and Consulting teams in Germany and Poland
Continuously expands knowledge about new technologies and methods and facilitates others to pursue knowledge expansion
Develop strong technical consulting skills surrounding Infor applications (and related third-party) technologies and tools to support product customizations, modifications, and related consulting/training activities
Act as a point of contact between Infor Managed Services and the client - provide support for the live application software
View the client system environment holistically to proactively identify and resolve issues
Document issues clearly and concisely in the ticket management tool
Analyze and interpret client requirements, drafting functional descriptions and/or programming specifications as required
Analyze customers' business requirements and objectives and develop business processes to meet customers' business needs
Model to-be business processes in the Infor application - document and communicate the planned use of the Infor application
Work as an integral part of the Global IMS Delivery Team – recommending innovations and process improvements that will make overall delivery more efficient
Acting as a liaison between the customer and the Delivery Team to ensure all contractual matters are addressed and coordinated efficiently and promptly
Use problem-solving skills to respond to complex inquiries and come up with the best business solution
Administration of assigned contracts, review, and management of contractual obligations to ensure all terms and conditions are met
Prepare and maintain up-to-date operational document libraries, operate reporting tools, and prepare reports for customers and Infor
When required, operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management, etc
Represent and advocate for the end-user, ensuring that content aligns with user requirements
Review user requirements and ensure that they clearly articulate user needs to facilitate problem-solving among cross-functional teams
Improve the accessibility, inclusion, readability, and translatability of preconfigured role-based content
Ensure that our solutions, specifically role-based Workspaces, are user-centered, valuable for people, easy to use, and well-designed
Apply UI frameworks, modularity, localization, reuse, and related concepts to design content solutions that can scale
Transform vague business problems into data-driven questions, identify and retrieve relevant data sets using multiple data sources, and use both qualitative and quantitative insights to drive concise recommendations across complex product areas
Manage the content revision process
Identify research needs to help validate content design decisions
Add and prioritize usability enhancements to the appropriate team’s backlog and roadmap
Provide input to design guidelines and templates that can be leveraged across multiple industries and geographies
Interact with customers and manage their inquiries via phone, e-mail, and CRM support tool. This includes troubleshooting queries, answering business-related questions, and providing detailed analysis of reported issues
Respond to customer queries by identifying the problem, utilizing product knowledge and or resource tools to research the customer inquiry, follow up, ensure appropriate escalation if applicable, and communicate details of the resolution
Assist customers with completing transactions on the Infor Nexus platform, while understanding their specific requirements
Communicate with partners and various departments within our organization to ensure an integrated approach to client relationships
Administer training to clients on various functions within the system
Document support procedures and solutions for common issues
Designs, develops, and documents Infor COM application business logic and framework, especially new functionality, and enhancements, based on functional and legal requirements
Performs defects corrections, release testing and beta support which may require research and analysis
Works as part of a team which consists of Technical and Functional software engineers, as well as Quality Assurance and Product Management
Cooperates with the members of other Infor departments, e.g., with the Product Support and Consulting teams in Germany and Poland
Continuously expands knowledge about new technologies and methods and facilitates others to pursue knowledge expansion
To provide a professional service to partners and customers with the responsibility to offer advice on the installation, configuration, and use of Pegasus products and if appropriate bespoke applications
All Support Analysts will have a full understanding of the Pegasus Service Level Agreements in place and ensure that their obligations and targets are met
Working as part of the team, the Support Analyst will have contact with Pegasus staff, partners, and appropriate developers and customers. A key requirement will be to provide a thorough investigation and analysis of all incidents and to put forward ideas for improving the service
High-quality customer care skills must be demonstrated at all times. When dealing with incidents the Support Analyst must ensure that all internal and external parties are kept up to date. In a professional manner, the ability to prioritize workload and work under pressure is essential
The Support Analyst will also undertake QA testing of Pegasus products supervisor by the QA Manager
New Feature Development – we turn requirements into stylish and useful new features for our web and mobile applications
Scrum – our small cross-functional team works independently to deliver features
Methodology – we use industry best practices to ensure we deliver code to be proud of; Code reviews, Pair Programming, TDD, BDD, and CI are all part of the toolset
Testing – we write unit and integration tests using standard testing frameworks (JUnit, Mockito, Cucumber, and Gherkin) to keep our quality high
Impact – each team member has a real impact on our product by collaborating with designers and product owners
Minimal Maintenance – maintenance happens, but we spread the work throughout the year, taking about 15% of any developer’s time
Global Scale – work with colleagues from around the world; We have teams in Canada, the USA, Poland, the Czech Republic, the Philippines, and India
Manages HR inbox, assigning different queries to relevant HR SSC employees and/or other relevant teams
Supports other team members in some aspects of wider processes owned by the team (e.g. HCM record set up for new employees, assigning absence plans in Absence Management, reference requests etc.)
Tracks working time requests, sick leaves
Assists other team members in payroll input
Processes basic changes in HR system
Supports other team members in reporting, as hoc payments etc
Develop strong functional consulting skills surrounding Infor applications (and related third-party) technologies and tools to support product customizations, modifications, and related consulting/training activities
Act as a point of contact between Infor Managed Services and the client - provide support for the live application software
View the client system environment holistically to identify and resolve issues proactively
Document issues clearly and concisely in the ticket management tool
Analyze and interpret client requirements, drafting functional descriptions and/or programming specifications as required
Analyze customers' business requirements and objectives and develop business processes to meet customers' business needs
Model to-be business processes in the Infor application - document and communicate the planned use of the Infor application
Work as an integral part of the Global IMS Delivery Team - recommending innovations and process improvements that will make overall delivery more efficient
Conceptualize original, simple, user-friendly ideas to solve complex design problems
Implement information architecture by preparing sitemaps and interactive prototypes that illustrate navigational flows and elements
Execute developer handoff and ensure that the designs are accurately implemented in the final product
Obtain feedback on your product in order to iterate and drive improvements in future releases · Continuously contribute to Infor’s design language via our design system (design.infor.com)
Design and deliver wireframes and mockups optimized for a wide range of devices and interfaces
Advocate for Infor's design principles, best practices, and guidelines to a variety of internal teams and partners
Acting as a liaison between the customer and Project Team to ensure all contractual matters are addressed and coordinated efficiently and promptly
Use problem-solving skills to respond to complex inquiries and come up with the best business solution
Administration of assigned contracts, review, and management of contractual obligations to ensure all terms and conditions are met
Prepare and maintain up-to-date operational document libraries, operate reporting tools, and prepare reports for customers and Infor
When required, operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management, etc
Programming of business function extensions in VB.NET (.NET, WPF)
Development of new software components with a focus on materials management and production planning and control
Maintenance and bug fixing within existing application areas
Support and consultation of the support and consulting teams
Participation in the design (data modeling, screen layout, program flow, integration) of functional extensions in the existing standard, including the creation of technical specifications
Develop strong functional consulting skills surrounding Infor applications (and related third-party) technologies and tools to support product customizations, modifications, and related consulting/training activities
Act as a point of contact between Infor Managed Services and the client - provide support for the live application software
View the client system environment holistically to identify and resolve issues proactively
Document issues clearly and concisely in the ticket management tool
Analyze and interpret client requirements, drafting functional descriptions and/or programming specifications as required
Analyze customers' business requirements and objectives and develop business processes to meet customers' business needs
Model to-be business processes in the Infor application - document and communicate the planned use of the Infor application
Work as an integral part of the Global IMS Delivery Team - recommending innovations and process improvements that will make overall delivery more efficient
Design to make complex information understandable, insightful, and actionable for users, enabling them to make better decisions and gain valuable insights from the presented data
Help improve and extend data visualization components of our design system
Execute developer handoff and ensure that the designs are accurately implemented in the final product
Obtain feedback on your product in order to iterate and drive improvements in future releases
Continuously contribute to Infor’s design language via our design system (design.infor.com)
Design and deliver wireframes and mockups optimized for a wide range of devices and interfaces
Advocate for Infor's design principles, best practices, and guidelines to a variety of internal teams and partners
Conceptualize original, simple, user-friendly ideas to solve complex design problems
Implement information architecture by preparing sitemaps and interactive prototypes that illustrate navigational flows and elements
Execute developer handoff and ensure that the designs are accurately implemented in the final product
Obtain feedback on your product in order to iterate and drive improvements in future releases · Continuously contribute to Infor’s design language via our design system (design.infor.com)
Design and deliver wireframes and mockups optimized for a wide range of devices and interfaces
Advocate for Infor's design principles, best practices, and guidelines to a variety of internal teams and partners
To provide a professional service to partners and customers with the responsibility to offer advice on the installation, configuration, and use of Pegasus products and if appropriate bespoke applications
All Support Analysts will have a full understanding of the Pegasus Service Level Agreements in place and ensure that their obligations and targets are met
Working as part of the team, the Support Analyst will have contact with Pegasus staff, partners, and as appropriate developers and customers. A key requirement will be to provide a thorough investigation and analysis of all incidents and to put forward ideas for improving the service
High-quality customer care skills must be demonstrated at all times. When dealing with incidents the Support Analyst must ensure that all internal and external parties are kept up to date. In a professional manner, the ability to prioritize workload and work under pressure is essential
Acting as a liaison between the customer and Project Team to ensure all contractual matters are addressed and coordinated efficiently and promptly
Use problem-solving skills to respond to complex inquiries and come up with the best business solution
Administration of assigned contracts, review, and management of contractual obligations to ensure all terms and conditions are met
Prepare and maintain up-to-date operational document libraries, operate reporting tools, and prepare reports for customers and Infor
When required, operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management, etc
Design to make complex information understandable, insightful, and actionable for users, enabling them to make better decisions and gain valuable insights from the presented data
Help improve and extend data visualization components of our design system
Execute developer handoff and ensure that the designs are accurately implemented in the final product
Obtain feedback on your product in order to iterate and drive improvements in future releases
Continuously contribute to Infor’s design language via our design system (design.infor.com)
Design and deliver wireframes and mockups optimized for a wide range of devices and interfaces
Advocate for Infor's design principles, best practices, and guidelines to a variety of internal teams and partners
Conceptualize original, simple, user-friendly ideas to solve complex design problems
Implement information architecture by preparing sitemaps and interactive prototypes that illustrate navigational flows and elements
Execute developer handoff and ensure that the designs are accurately implemented in the final product
Obtain feedback on your product in order to iterate and drive improvements in future releases · Continuously contribute to Infor’s design language via our design system (design.infor.com)
Design and deliver wireframes and mockups optimized for a wide range of devices and interfaces
Advocate for Infor's design principles, best practices, and guidelines to a variety of internal teams and partners
New Feature Development – we turn requirements into stylish and useful new features for our web and mobile applications
Scrum – our small cross-functional team works independently to deliver features
Methodology – we use industry best practices to ensure we deliver code to be proud of; Code reviews, Pair Programming, TDD, BDD, and CI are all part of the toolset
Testing – we write unit and integration tests using standard testing frameworks (JUnit, Mockito, Cucumber, and Gherkin) to keep our quality high
Impact – each team member has a real impact on our product by collaborating with designers and product owners
Minimal Maintenance – maintenance happens, but we spread the work throughout the year, taking about 15% of any developer’s time
Global Scale – work with colleagues from around the world; We have teams in Canada, the USA, Poland, the Czech Republic, the Philippines, and India