Global Infor M3 Subject Matter Expert (M3 SME), FMG

Overview

Request Support

• Drive Severity 1 (critical) incidents from analysis through resolution, ensuring clear communication and business impact management.
• Provide hands-on support for Infor M3 incidents, service requests, and escalations across the application landscape.
• Coordinate with Managed Service Providers and third-party vendors to ensure timely resolution, proper prioritization, and effective escalation.
• Monitor service request trends to identify root causes and drive corrective actions and continuous improvement.
• Support cost control by working with Finance and IT to monitor vendor performance, budgets, and invoices.
• Travel as needed to support high-impact issues, key business activities, and continuous improvement initiatives.

Problem Identification and Analysis

• Analyze service request trends to identify recurring issues and underlying root causes, using structured and evidence-based approaches.
• Anticipate business and reporting needs, defining processes and data requirements to support effective decision-making.
• Investigate incidents and problems using available tools and data, and identify additional information sources where needed.
• Ensure requirements and support processes include sufficient logging and diagnostic detail to enable effective troubleshooting and performance analysis.
• Collaborate with technical teams and users to reproduce issues in test environments and validate root cause analysis.
• Evaluate solution options and recommend the most effective and sustainable approach.

Release Support

• Act as the primary interface between business stakeholders, IT teams (local and corporate), and external partners for application changes and releases.
• Gather, refine, and document business requirements using structured approaches (e.g., workshops, process modeling, use cases), ensuring clarity for prioritization and delivery.
• Translate business needs into functional specifications and support technical design, development, and solution validation.
• Coordinate and support end-to-end delivery of changes and releases, including development alignment, testing, deployment, and post-release activities.
• Define and manage testing strategies (UAT, regression, integration), coordinating business users and ensuring testing is completed and documented to agreed standards.
• Assess business impact of changes and drive effective communication, training, and documentation to support adoption.

Operational & Additional Responsibilities

• Execute and oversee periodic operational activities, ensuring accuracy, completeness, and proper documentation.
• Review and ensure quality of activities performed by team members and service providers, providing feedback and driving continuous improvement.
• Own and maintain operational tools and platforms (e.g., SharePoint and related systems) to support effective collaboration and documentation.
• Identify, lead, and manage ongoing process improvement initiatives across the application and support landscape.
• Collaborate with global teams to provide support coverage as needed, including outside standard business hours.
• Perform duties as assigned by leadership
• Act in accordance with FMG’s Code of Business Ethics and Values.

Education Requirements And Experience

• Bachelor’s degree or equivalent professional experience required
• Master’s degree preferred
• Certifications with Infor M3 products preferred
• Minimum 8+ years of experience in ERP application support, business applications, or IT application management.
• Hands-on experience with Infor M3 and related components (e.g., ION, Factory Track), including configuration, support, and troubleshooting.
• Proven ability to manage day-to-day operations while simultaneously delivering projects and enhancements.
• Experience working in complex environments, handling multiple priorities while maintaining quality and attention to detail.
• Demonstrated experience managing vendors and service providers, including coordination, performance monitoring, and relationship management.
• Experience working in global or multi-region environments, supporting distributed teams and business functions.
• Ability to work independently with a high degree of ownership, effectively planning, prioritizing, and communicating progress and status to stakeholders and leadership.

Physical Demands

• The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• While performing the duties of this job, the employee is regularly required to stand, walk and sit; use hands and finger to handle or feel; reach with hands and arms
• Employee is frequently required to talk and/or hear
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus

Work Environment

• The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Travel internationally and domestically will be required approximately 25% of total time.
• While performing the duties of this job, the employee is exposed to a normal office environment.