Service Desk Infor (M3) Support Technician

Overview

JOB SUMMARY

 

Rosen's Diversified and American Foods Group, LLC has an opportunity for our new Service Desk Infor (M3) Support Technician to join the rapidly growing Information Technology team in Green Bay, WI. As a Service Desk Infor (M3) Support Technician you will provide technical support and guidance to users. This individual must be customer focused with the ability to promptly answer emails, phone calls, and other electronic communications specializing in Infor (M3) service-related questions.

 

Responsibilities

• Serve as the primary point of contact for Infor (M3) IT by taking telephone calls, email, and personnel requests:
  • Be responsible for reviewing Service Desk and hyper care ticket queues, documenting support, diagnostic activities, and escalating issues as required.
  • Provide general remote support for Infor M3.
  • Monitor progress and keep customers Informed while providing excellent customer service.
  • Assist with end user training.
  • Assist with initial intake process for proposed M3 issues and enhancements.
• Promote cross-team relationships with other IT support team and project members to facilitate timely responses and resolutions.
• Be responsible for creating and maintaining Infor (M3) documentation:
  • Create trouble shooting documentation outlining the steps to be used by fellow Service Desk employees.
  • Develop training guides and FAQs for end-users and Service Desk Technicians.
  • Provide one-on-one training and assistance as needed to fellow Service Desk Technicians providing knowledge.
• Work on process improvement efforts identified by subject matter experts.
• Participate in Quality Assurance (QA) of solutions to ensure features and functions have been enabled and optimized.
• Ensure high quality deliverables.
• NOTE: this description is not intended to be all-inclusive. An employee may perform other related duties to meet the ongoing needs of the organization; these duties are considered marginal.

Qualifications

Knowledge, Skills, and Experience

• Associate or bachelor's degree in computer science, information technology, or 4+ years' experience in a Service Desk role or related experience.
• 2+ years of hands-on Infor M3 experience.
• Infor M3 Certification.
• Familiar with standard concepts, practices, and procedures within field.
• Strong technical aptitude, creativity, and ability to research and solve complex issues.
• Experience documenting, project tracking and reporting.

Additional Skills, Experience, and/or Requirements

• Excellent interpersonal and collaborative skills, with a professional demeanor and the ability to interact with employees at all levels.
• Critical thinking skills, including logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to handle multiple priorities and competing priorities with a high degree of flexibility in a constantly fast-evolving environment while meeting deadlines and deliverables.
• Experience working in a collaborative team atmosphere and being an individual contributor with individual projects, deadlines, and accountabilities.
• Ability to work in a fast-paced team environment where requirements are constantly changing.
• Driven, self-motivated and always seeking ways to improve current security efforts.
• Potential travel of 10-15% annually to various company locations to provide support.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can contact Human Resources at the location(s) where you are applying. We participate in the E-Verify program in certain locations as required by law.

Summary

OUR FAMILY CULTUREWe are a family-owned business established in 1946 with nearly 5000 employees. Our company culture is casual and down to earth, filled with growth opportunities and innovative entrepreneurs. We appreciate our employees and reward them for a job well done. As a member of the Rosen's family, you will find yourself challenged and contributing in a significant way to the success of the business, and you will be rewarded for that success. If you want to feel appreciated for a job well done and be part of something bigger, then consider joining RDI today, a "hire to retire" type of company.  WHAT WE OFFER- Competitive pay- Excellent benefit plan. Benefits include: Health, Dental, Vision, Life Insurance, Flex Spending Accounts, Voluntary Benefits, 401(k) with company match, pretax 125 plan, Short Term Disability, free parking, and more!- 15 days of PTO, seven paid holidays, and a floating holiday after 1 year of employment.- Training, growth and advancement opportunities that will make this the best and last company you work for.

 #SponsoredEmployment Type: FULL_TIME