{"id":3942734,"url":"https://alion.io/job/infor-product-support-analyst-7","title":"Product Support Analyst","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":24,"ghost_share":0,"stale_share":0,"repost_share":0.125,"time_to_fill_p50_days":11,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tunis, Tunisia"],"countries":["TN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-07T16:22:28Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-09T14:14:57Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Manage support cases submitted by customers through ServiceNow for the Anael Finance WS product.\nAssess, qualify, and manage each customer case by: Providing customers with appropriate solutions to resolve their issues.\nReproducing reported issues and, when necessary, escalating cases to the Development team with clear supporting information, while monitoring progress through resolution.\nRedirecting cases to the appropriate department, such as Sales or Consulting, when the request falls outside the scope of Support.\n\nMeet agreed service commitments, including deadlines and procedures, based on the priority and nature of each case.\nCommunicate clearly and professionally, both verbally and in writing, with customers, internal teams, and managers.\nStay up to date with developments and enhancements related to the Anael Finance WS product.\nParticipate in testing activities and review user documentation when new product versions or important PTFs are released.\nSupport customers with the implementation of the 2026/2027 electronic invoicing mandate in France and the broader European rollout through 2030 (ViDA).\nA Typical Day in the Life Includes:\n\nResolve customer incidents and provide timely, effective support.\nDocument and manage customer cases accurately in ServiceNow.\nProactively keep customers informed about the progress of their issue resolution.\nTest and reproduce issues reported by customers and/or consultants within internal environments.\nEnhance the Anael Finance knowledge base by creating useful articles and documentation for customers and consultants.\nPerform additional monitoring, testing, and troubleshooting activities, including remote support through tools such as Microsoft Teams and Zoom.\nCollaborate with the Development team, when necessary, to resolve complex customer cases and provide all relevant information required for investigation.\nManage customer communication regarding product developments and related updates.\n\nBasic Qualifications:\nAdvanced degree in Accounting, Business Management, or a related field.\nAt least 5 years of experience as a Support Analyst, Consultant, or experienced user within the accounting field.\nSolid knowledge of the Anael Finance WS product is a significant plus.\n5-6 years of functional accounting experience, with knowledge of current legislation and key accounting processes, including: Electronic invoicing, including the Electronic Invoicing Law 2026.\nGeneral and analytical accounting.\nThird-party accounting, including purchase journals, sales, customer collections, and supplier payments.\nAccounting reporting, including general and auxiliary ledgers and balances.\nFixed assets, VAT, DAS2, and Intrastat declarations (DEB and DES).\nBanking processes, including bank reconciliations.\nMonthly accounting processes, including deferrals and provisions.\nAnnual accounting processes, including accounting closing and FEC generation.\n\nStrong customer orientation and communication skills.\nExcellent written and verbal communication skills.\nStrong ability to explain concepts clearly and effectively to customers and colleagues.\nAbility to adapt effectively to changing and demanding environments.\nComfortable working with modern web and desktop technologies, as well as collaborative tools such as ServiceNow, Jira, and Wiki platforms.\nProven ability to work effectively within a multicultural team, with a good level of written and reading proficiency in English.\n\nPreferred Qualifications:\nKnowledge of business partner solutions such as Yooz and E-Finance.\nTechnical knowledge of SQL and Microsoft technologies is an advantage, although this is primarily a functional role.","description_format":"text","description_chars":3656,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["ERP & Business Management Software","Supply Chain & Logistics Software","Manufacturing & Industrial 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