Product Support Analyst - Anael Finance WS

About the role

Infor is hiring a Product Support Analyst in Tunis for the Anael Finance WS product, within its Customer Support department. The analyst manages support cases submitted by customers through ServiceNow, resolves issues, escalates them to the Development team when needed and supports customers with the implementation of the 2026/2027 electronic invoicing mandate in France and the wider European rollout through 2030 (ViDA).

Key responsibilities

• Assess, qualify and manage customer cases in ServiceNow, providing solutions and keeping customers informed of progress.
• Reproduce reported issues and escalate complex cases to the Development team with clear supporting information, while monitoring progress.
• Redirect cases to the right department, such as Sales or Consulting, when they fall outside the scope of Support.
• Meet agreed service commitments, including deadlines and procedures, according to the priority and nature of each case.
• Communicate clearly and professionally with customers, internal teams and managers.
• Stay up to date with product developments and enhancements, and take part in testing and documentation reviews for new versions and important PTFs.
• Support customers with the implementation of the 2026/2027 electronic invoicing mandate in France and the European rollout through 2030 (ViDA).
• Enhance the Anael Finance knowledge base with articles and documentation.
• Perform monitoring, testing and troubleshooting, including remote support via Microsoft Teams and Zoom, and collaborate with the Development team on complex cases.

Required profile

• Advanced degree in Accounting, Business Management or a related field.
• At least 5 years of experience as a Support Analyst, Consultant or experienced user in the accounting field.
• 5-6 years of functional accounting experience, including electronic invoicing, general and analytical accounting, third-party accounting, accounting reporting, fixed assets, VAT, DAS2 and Intrastat, banking processes and monthly and annual accounting processes.
• Strong customer orientation, excellent written and verbal communication, and ability to explain concepts clearly.
• Comfortable with modern web and desktop technologies and collaborative tools; good written and reading English.
• Ability to adapt to changing and demanding environments.

Required skills

• Solid knowledge of the Anael Finance WS product (significant plus)
• ServiceNow, Jira and Wiki platforms
• Preferred: business partner solutions such as Yooz and E-Finance, and SQL and Microsoft technologies