Consultant, Associate

The Associate Consultant role focuses on Level 1 operational support activities, including user management, server monitoring, alarm monitoring, case dispatching, administrative support, knowledge base management, and other service desk-related responsibilities.

A Typical Day in the Life Includes:

- Work as an integral part of the Global IMS delivery team, recommending innovations and process improvements to enhance overall efficiency.
- Handle service requests while maintaining communication with customers.
- Support basic analysis and remediation of monitoring alerts.
- Follow established best practices and standards in service delivery, under supervision.
- Leverage available tools and work instructions to identify problems, investigate causes, and recommend solutions to address common failures.
- Assist in the development and maintenance of processes documentation, work instructions, and alert remediation steps.
- Maintain and expand knowledge and expertise related to Infor products and applications, customer accounts, processes, and the applications that support these processes.
- Being flexible and available to work US shift including weekends and holidays, as required.

Basic Qualifications:

- A recent graduate or with up to 1 year of experience, holding a degree in Information Technology, Computer Science, Accountancy, Finance, Industrial Engineering, or a related field.
- Basic understanding of IT infrastructure concepts, including user account administration, server monitoring, incident management, and troubleshooting.
- Proficient in English with outstanding communication, presentation, organizational, and planning skills.
- A proactive attitude with strong analytical skills and a passion for learning and growth.
- Ability to manage various tasks simultaneously and prioritize them efficiently.
- Excellent customer service orientation.
- Open to working on weekends, rest days, and holidays if needed

Preferred Qualifications:

- Previous experience in a customer service, technical support, service desk, help desk, call center, or operations support environment (internship, OJT, part-time, or full-time).
- Exposure to ticketing or case management systems such as ServiceNow, Salesforce, Zendesk, Jira, or similar tools.
- Experience working in customer-facing environments and handling customer inquiries professionally.
- Demonstrated ability to communicate effectively with global stakeholders through both written and verbal channels.