Application Support Functional Lead - Infor M3

EXTRAORDINARY PEOPLE. EXCITING POSSIBILITIES. GREAT OPPORTUNITY.

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source.

Summary

The Application Support Specialist Lead will report directly to the Applications Support Manager and will lead the functional support and continuous improvement of Infor M3, and the functional applications support team.

Essential Duties and Responsibilities

• Lead the application functional support for Infor M3.
• Identify opportunities for process improvement and implement best practices to enhance the efficiency and effectiveness of the APPLICATION SUPPORT team.
• Monitor and respond to APPLICATION SUPPORT tickets.
• Escalate issues to either Business Systems Analyst or Infor Support when appropriate.
• Review and manage Infor support portal tickets and escalate as needed.
• Work directly with end-users to resolve issues when working through processes, errors, and bugs.
• Identify end-users who need additional training either through errors in the system or multiple support requests.
• Maintain comprehensive documentation (KB Articles) related to APPLICATION SUPPORT processes, known issues, and resolutions. This documentation is crucial for future reference and training purposes.
• Implement monitoring processes to identify potential issues before they escalate. Generate regular reports on support activities, performance metrics, and user satisfaction.
• Communicate training requests to the Training Team.
• Upskill the training team and APPLICATION SUPPORT team on bugs, fixes, and workaround solutions.
• Manage Knowledge Base Article requests that come through Zendesk and make sure articles are written or updated.
• Maintain and support application user administration add, changes, and deletes as needed.
• Assist in recommending changes and coordinating applications to role-based environment.
• Identify and implement process improvements for business functions.
• Coordinate application release updates with vendor and business users.
• Ensure compliance with corporate standards.
• Work directly with IT teams to resolve technical issues.
• Provide timely status reports by application as needed.
• Liaise with the IT PMO for prioritization of requests.
• Other duties as assigned.

Preferred Skills and Qualifications

• Education - Bachelor's degree from an accredited four-year College or university preferred.
• Emotionally Intelligent – empathetic, able to understand the points of view of others, able to relate well to many kinds of people.
• Problem-Solving - Identifies and resolves problems promptly; Gathers information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Communication – Strong communicator and collaborator. Excellent oral and written communication skills.
• Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Presents ideas and information in a manner that gets others' attention.

Working Conditions

• The employee must be willing to work as part of a hybrid in the office and remote schedule.

• Work between an office and plant environment with Exposure to varying degrees of temperatures and noise.
• Ability to travel up to 10% including overnight stays.

Physical Requirements

• Sitting, standing, and walking
• Attendance - The ability to workas scheduled with punctual attendance, Monday-Friday, plus any additional hours/days necessary to meet business demands.
• Occasionally lift and/or move up to 25 pounds.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

BENEFITS

• 401(k) with Employer Match
• Competitive Health Care
• Dental, Vision, and Life Insurance
• Paid Vacation, Sick and Holidays
• STD/ LTD
• Partner Discounts
• Investment in Employee Development

Custom Truck One Source is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.