Data Scientist & Reporting Project Manager, Support Systems & Standards
Remote Home Office, US
ABOUT INFOR …
Infor builds beautiful business applications with last mile functionality and scientific insights for select industries delivered as a cloud service. With nearly 15,000 employees and customers in more than 200 countries and territories, Infor builds software that automates critical processes for industries including healthcare, manufacturing, fashion, wholesale distribution, hospitality, retail, and public sector. Headquartered in New York City, Infor is home to one of the largest creative agencies in Manhattan, Hook & Loop, focused solely on user experience design. Infor applications deliver a user experience that is fun and engaging while helping eliminate the need for customization through embedded deep industry domain. Infor deploys its applications primarily on the Amazon Web Services cloud and open source platforms. To learn more about Infor, please visit www.infor.com.
JOB SUMMARY: Reporting to the Director of Global Support Systems and Standards, the Project Manager is responsible for in depth analysis and reporting for our world-class support organization against data from the Infor Xtreme Portal, Infor’s customer Support incident tracking system You will provide support to all Infor internal teams using primarily data derived from the Support system including incident management, knowledge base, documentation, product downloads, etc. You will also be responsible for running global support projects within the support organization and cross departmentally. The Project Manager must be able to multi-task and prioritize workload to meet individual and team objectives. The incumbent will investigate trends reported by staff and customers, collaborate with cross departmental teams on root cause analysis and recommendations for improvement. This position offers the exciting opportunity to utilize your strong analytical, interpersonal and deductive analysis skills.
JOB RESPONSIBILITIES:
• Work closely with Support teams to ensure understanding of incident details
• Analyze support data to identify trends and relationships (experience in working with messy data, data wrangling)
• Develop formal reports (dashboards and pivot table reports) documenting the findings with supporting materials
• Present findings using data visualization techniques so management can interpret, validate, use findings to improve operations
• Make recommendations, where applicable, for potential improvements
• Represents the organization in interactions with cross functional teams
• Documents, monitors and reports on activities for assigned areas
• Establishes project schedules, assigning responsibilities, tracking and reporting on progress
• Ensure that the goals and objectives of the team are achieved with maximum efficiency in support of the company strategic plan and global quality procedural standards
• Recommends and implements policy and procedure changes as needed to achieve Global Support team objectives
• Also include operational reporting responsibilities – where you are responsible for designing and developing operational and customer reports. Reporting needs could include executive level, management and end user reporting.
• Meet or exceed all departmental goals including response times, customer satisfaction levels and knowledgebase contributions
• Mentoring of interns or other staff members
EDUCATION & EXPERIENCE:
• University/College graduate with degree in Computer Science, Operations Research, Operations Management, Mathematics, Statistics, Computer Science, Software Development, Physics
REQUIRED SKILLS:
• Familiarity with SQL and relational database systems
• Familiarity with R, S-Plus, Python or other statistical packages
• Proficiency in Standard Microsoft Office apps (Word, Excel, Powerpoint)
• Experimental design
• Proven ability to work effectively with all levels of staff.
• Proven ability to work effectively within difficult and complex situations.
• Strategic thinker/ superior analytical skills, Ability to develop complex algorithms when necessary and simple algorithms when possible
• Intelligent, fast-thinking, highly motivated with a passion for solving problems with software
• Ability to research complex problems, develop and communicate clear, well organized solutions.
• Desire and ability to work in a highly collaborative, team-oriented environment, as well as ability to work independently
• Flexible and ready to learn any systems quickly and effectively.
• Superior communication, presentation, organizational, and problem solving skills
• Command of the English language preferred to be able to provide oral and written communication that effectively articulates complex ideas
PREFERRED SKILLS & KNOWLEDGE:
• Experience working with Support data preferred
• Team player with strong communication, organizational, analytical and problem solving skills
• Ability to work flexible hours
Equal Opportunity Employer. Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.
In compliance with the OADA, should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at ADAAA@infor.com.
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