Infor LN Application Support Analyst

Job Description

Job Description

Our client, a global industrial manufacturer with US operations in the Houston metro area, is looking for an Infor LN Application Support Analyst to own day-to-day application support for its LN environment.

The company is already live on Infor LN, so this is a support role rather than an implementation role. You will investigate and resolve tickets, troubleshoot functional problems, make routine configuration changes, and hand off complex issues to the company’s global IT team based overseas.

This role is designed for an IT support professional, not a business user or key user. You will be the go-to local resource for LN and will also help keep LN working smoothly alongside the company’s MES and reporting/BI systems.

What you will do:

• Deliver Level 1 and Level 2 Infor LN support to users in every department
  
• Log, categorize, prioritize, and work LN tickets through the IT service desk tool, staying with each one until it is closed
  
• Diagnose problems and pinpoint whether the cause is user or process error, master data or setup, an application defect, or an integration/data problem
  
• Handle routine LN functional setup, security and authorization requests, and system changes within your approved access level
  
• Recreate issues, gather evidence, and write up clear, complete escalations for the global ERP team (Level 3) or outside vendors
  
• Test fixes, patches, configuration updates, and new features before they go live
  
• Look for patterns in repeat issues and recommend permanent fixes
  
• Keep support documentation, known-issue logs, procedures, and user guides current
  
• Monitor the connections between LN, MES, and reporting/BI tools, and route technical problems to the right IT group
  
• Serve as the main link between US users and the global IT and ERP organization
  

Required:

• 2+ years of hands-on Infor LN support experience in an IT, ERP application support, or service desk role (end user or key user experience alone does not qualify)
  
• Track record of working LN incidents and requests through an ITSM or ticketing platform
  
• Practical experience configuring and troubleshooting Infor LN
  
• Ability to dig past the user’s description of a problem and examine setup, master data, transactions, and system behavior
  
• Experience writing structured escalations to Level 3 teams or software vendors
  
• Experience testing fixes, changes, and new functionality
  
• Solid understanding of manufacturing ERP processes, with exposure to several LN areas such as Manufacturing, Planning, Warehousing, Distribution, Finance, Sales/Order Management, or Contracts and Projects
  
• Clear communicator with both business users and technical IT staff
  

Preferred:

• SQL skills for troubleshooting, data analysis, and reporting
  
• Knowledge of ERP data structures, interfaces, and integrations
  
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice
  
• MES support experience
  
• Experience with BI and reporting tools
  
• Background working with a global or centralized corporate IT team
  
• Experience in heavy manufacturing, machining, or other industrial settings
  
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field (equivalent hands-on LN support experience also considered)