[Remote] Payroll Product Support Analyst

Note: The job is a remote job and is open to candidates in USA. Infor is a global leader in business cloud software products, and they are seeking a technical Payroll Product Support Analyst to join their Payroll systems support team. This role involves resolving complex technical issues, ensuring payroll accuracy, compliance, and operational continuity while driving continuous improvement through customer feedback.

Responsibilities

• Resolve highly complex, high-impact issues related to Payroll systems (e.g., Infor HR Payroll), focusing on product functionality, system configuration, tax compliance, and technical environments - often serving as the final escalation point before engineering
• Conduct in-depth functional and program analysis, testing, and debugging to diagnose and resolve customer-reported issues with precision and efficiency
• Uphold a professional, service-oriented image by delivering clear, proactive communication and sustainable solutions that strengthen user confidence and team collaboration
• Act as the go-to product and process expert on critical cases; coordinating cross-functional support efforts with sound judgement, technical leadership, and focus on minimizing payroll disruptions and ensuring compliance
• Mentor junior team members, fostering a high-performing support culture, and driving continuous improvement in both team capabilities and customer satisfaction
• Engage with high-priority customers to deliver fast, accurate solutions using advanced payroll, tax, and system knowledge—ensuring alignment with payroll processing cycles and regulatory requirements
• Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements

Skills

• Experience in supporting multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex payroll-related issues
• Experience supporting Payroll or Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, tax updates, or integration support)
• Technical experience in SQL scripting, database systems, web applications, and cloud infrastructure
• Experience delivering efficient, high-impact service to clients under tight deadlines, including during payroll close cycles
• Experience managing escalations and setting clear, realistic expectations with customers
• Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical payroll issues, and facilitating interactive discussions with customers
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future
• Bonus: Hands-on experience with Infor HR Payroll (or other Payroll software suites such as Workday Payroll, SAP HCM Payroll, Oracle HCM Payroll, ADP, or UKG)
• Bonus: Hands-on experience with computer programming or application coding (e.g., SQL, JavaScript, or scripting)
• Bachelor's degree in Accounting, Finance, Business, Computer Science, or equivalent technical training preferred

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