Description

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 setting.
- 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.

About Infor

About Infor Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science,



and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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📌 IT Support Specialist, Associate (Hyderabad)
🏢 Infor
📍 Hyderabad