Project Manager for Systems and Standards in Customer Support

3 weeks ago

Parsons, West Virginia, United States Infor Full time

General Information
Country:
United States

City:
Remote Location

Department:
Customer Support

Experience Level:
MID_SENIOR_LEVEL

Employment Status:
FULL_TIME

Workplace Type:
Remote


Role Overview
The Project Manager for Systems and Standards will be an integral part of a dedicated team supporting the Infor Global Customer Support Organization.

This team acts on behalf of both the Support Team and our Customers, ensuring that the necessary requirements and assistance are provided for all tools utilized by Infor Staff and our external Customers and Partners.

The Project Manager will collaborate within a cross-functional project team aimed at enhancing and implementing new functionalities within ServiceNow CSM.

The role is pivotal in developing a top-tier CSM system for Infor, focusing on improving operational efficiency and customer satisfaction through refined processes, workflows, and system capabilities.


Key Responsibilities:
- Provide support to internal teams regarding the utilization of ServiceNow CSM and related support tools.
- Ensure that requirement specifications are documented and agreed upon when defects or gaps in functionality are identified.
- Investigate complex issues, formulating and communicating clear, organized solutions.
- Conduct design walkthroughs to share and obtain approval on Business Designs with support leadership and subject matter experts.
Essential Qualifications:
- Proven experience in customer support within software development.
- Familiarity with ServiceNow CSM.
- Knowledge of data governance frameworks, methodologies, and best practices.
- Understanding of data quality management, metadata management, and compliance with data privacy regulations (e.g., GDPR, CCPA).
- Experience with project management methodologies.

Legal authorization to work permanently in the United States for any employer without requiring visa transfer or sponsorship.


Preferred Qualifications:
- Experience collaborating with key technology partners and vendors (ServiceNow, AWS).
- Proficiency with relational databases (e.g., MySQL).
- Familiarity with data governance tools and technologies (e.g., Collibra, Informatica, Talend).
- Experience with project management tools such as Jira and Microsoft Projects.
About Infor
Infor is a leading provider of business cloud software solutions tailored for specific industries.

We develop comprehensive industry suites in the cloud, prioritizing user experience, leveraging data science, and ensuring seamless integration with existing systems.

With over 60,000 organizations globally relying on Infor, we help navigate market challenges and drive digital transformation across businesses.
At Infor, we foster an environment grounded in a business philosophy known as Principle Based Management (PBM) and adhere to eight

Guiding Principles:
integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We recognize the importance of diversity to reflect the markets, customers, partners, and communities we serve.

Our commitment to a culture rooted in PBM is unwavering.

Guided by principles that support a free and open society, PBM equips individuals to innovate, enhance, and transform while nurturing a healthy, growing organization that delivers long-term value for clients and fulfillment for employees.

Infor is an Equal Opportunity Employer, dedicated to creating a diverse and inclusive workplace.

We do not discriminate against candidates or employees based on sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

If you require accommodation or assistance during the application or selection processes, please follow the instructions in the FAQ section on our website.

At Infor, we prioritize your privacy, and you can review our policy here.

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