Job DescriptionRole - INFOR M3 Application Support Analyst
Location - Toronto, ON CANADA
Work Model - Onsite - Hybrid (1-2 days work from office)
Employment Type - Fulltime
Job Overview: - We are seeking an experienced IT professional to support the Global Service Delivery & Release Manager with enterprise service delivery and release management across a global portfolio of business-critical applications and technology platforms.
- The Application Support Analyst will maintain relationships with business users, application specialists, and vendors to ensure applications function smoothly and align with organizational goals.
- This is an excellent opportunity for an employee who is eager to grow into a key team member within a newly formed function.
- Success in this position requires curiosity, adaptability, attention to detail, and a willingness to take on increasing responsibility while helping the organization mature its global delivery and release management capabilities.
Responsibilities: - Provide initial support, tracking, and resolution for end-user issues and service requests through ticketing systems.
- Escalate end-user issues and service requests to the next level of support or management, as necessary.
- Maintain communication with end users and function as a liaison between users and the appropriate support or IT teams throughout the resolution process.
- Communicate clearly with users to gather information, provide updates, and ensure timely issue resolution.
- Document solutions and contribute to knowledge base articles and support materials.
- Participate in training and development activities to increase technical knowledge of supported applications.
- Manage user onboarding and offboarding processes for supported applications.
- Complete assignments, projects, and tasks to meet objectives and goals defined for the Digital Support team.
- Manage M3 tickets in Easy Vista, including triage to the IMS team, coordination with business users, solution testing, and escalation management.
- Manage Infor Concierge tickets and work with the Standard Support team to resolve user issues.
- Create and manage user accounts for M3 in all environments, Infor Concierge, Infor University, and Project UNITE, while supporting non-standard onboarding and consultant access needs.
- Troubleshoot user account issues and support new user creation processes in coordination with internal stakeholders.
- Monitor IMS operations, including number series, integrations, error BODs, and jobs.
- Create and review M3 enhancement requests and manage the Jira environment for M3, including monthly release uploads.
- Support release-related activities by coordinating testing, documenting changes, and helping ensure readiness for application updates.
- Analyze recurring issues and incident trends to support continuous improvement in application support and service quality.
- Work with the M3 User Group (MUGA) and collaborate with the QlikView team to define requirements, maintain the M3 dashboard, and support Easy Vista issues and enhancements.
- Maintain accurate ticket ownership and status updates to ensure clear visibility and accountability.
QualificationsMust have Skills:- Minimum 7 years of experience in INFOR M3.
- Strong experience in an IT environment, preferably in application support, service delivery, or a related discipline.
- Ability to communicate effectively with both technical and non-technical users and stakeholders.
- Strong technical diagnostic and troubleshooting skills, including problem investigation, reproduction, and resolution.
- Experience working with ticketing systems, support workflows, and service request management.
- Familiarity with incident management, issue escalation, and service performance monitoring.
- Exposure to release-related activities, change documentation, testing coordination, or application deployment support is preferred.
- Proficiency with tools such as Jira, Easy Vista, Infor Concierge, or similar support and work management platforms is preferred.
- Strong verbal and written communication skills.
- Strong organizational skills, diligence, and the ability to prioritize and manage multiple tasks effectively.
- Ability to work effectively under pressure and collaborate with cross-functional teams.
- Bachelor's degree in Computer Science, Engineering, Mathematics, a related technical discipline, or equivalent experience preferred.
Additional Information 
