IT Support Specialist, Associate

We are seeking a customer-focused and technically skilled IT Support Specialist, Associate to join the Infor Partner Network (IPN) Support Team.

You will serve as a primary point of contact for partner-related IT incidents, service requests, access management, and escalations. The role supports a secure and efficient partner ecosystem across Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Salesforce, and other partner-facing platforms and services.

The ideal candidate takes end-to-end ownership of assigned work, communicates clearly, follows through proactively, and identifies opportunities to improve, standardize, and automate team processes.

A Typical Day in the Life Includes:

• Handle partner-related IT incidents, service requests, and escalations, providing clear and timely updates to partners and internal stakeholders.
• Take end-to-end ownership of assigned incidents, service requests, and tasks from acknowledgement through resolution and closure, in accordance with established service-level agreements (SLAs) and support processes.
• Monitor assigned queues, aging items, response timelines, and pending actions to ensure timely follow-up and resolution.
• Manage incidents, service requests, and tasks through approved IT Service Management (ITSM) platforms, maintaining accurate ticket notes, troubleshooting details, status updates, and resolution documentation.
• Manage partner user lifecycle activities in Active Directory and Microsoft Entra ID, including onboarding, access changes, group membership, and offboarding.
• Process partner access and provisioning requests across Salesforce, partner relationship management (PRM) platforms, Microsoft 365, Non-Employee VPN, and other supported partner services.
• Troubleshoot authentication, access, collaboration, and licensing issues across Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.
• Manage the IPN Agreements and IPN GHD shared mailboxes, including agreement and order processing, follow-up on flagged or pending items, and documentation of required actions.
• Ensure partner access and user provisioning activities comply with applicable security, licensing, access management, and governance requirements.
• Maintain and improve Standard Operating Procedures (SOPs), knowledge articles, troubleshooting guides, and process documentation in SharePoint and approved knowledge repositories.
• Identify recurring issues, manual activities, and process bottlenecks, and contribute to continuous improvement, workflow optimization, and automation initiatives.
• Collaborate with IT, Security, Infrastructure, Application Support, and business teams to troubleshoot issues, manage dependencies, and drive requests through resolution.
• • Use approved AI tools, such as Microsoft Copilot, to improve troubleshooting, knowledge discovery, documentation, process efficiency, and service delivery.

Basic Qualifications:

• Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field, or equivalent relevant experience.
• 3+ years of experience in IT Support, Service Desk, Identity and Access Management, Application Support, or a related technical support environment.
• Hands-on experience with Microsoft 365, Active Directory, and Microsoft Entra ID (Azure AD).
• Exposure to Salesforce user administration, including user access, roles, profiles, or permission management.
• Experience working with ITSM platforms such as ServiceNow or Cherwell.
• Familiarity with incident, request, access, and escalation management processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Effective written and verbal communication skills, with the ability to work with both technical and non-technical stakeholders.
• Strong attention to detail, documentation, organization, and follow-through.
• Ability to manage multiple priorities effectively in a fast-paced support environment.
• Flexibility to work rotational shifts supporting APAC, EMEA, and North America business hours as part of shared global support coverage. Shifts may include night hours

Preferred Qualifications:

• Experience supporting external partners, customers, or other customer-facing technology environments.
• Familiarity with identity and access security concepts such as Multi-Factor Authentication (MFA), Conditional Access, role-based access, and access governance.
• Exposure to Power Platform, including Power Automate and Power Apps, ServiceNow workflows, or other automation technologies.
• Familiarity with reporting and operational analytics tools such as Power BI.
• Experience maintaining SharePoint-based documentation and knowledge repositories.
• Familiarity with AI productivity tools such as Microsoft Copilot.
• ITIL Foundation, Scrum, or a similar ITSM/Agile certification.