Force Motion Group (FMG) is seeking a high-calibre Global Application Analyst, FMG who is responsible for supporting, managing, and improving global business applications across multiple business functions and regions. The role provides application support, administration, release coordination, testing support, and user assistance while working closely with Group IT, local IT teams, vendors, service providers, and business users globally. The Global Application Analyst helps ensure applications meet business and operational requirements and supports the delivery of stable, secure, and efficient application services across the organization. Acting as a key point of contact between business users, IT teams, and external vendors, the role assists with issue resolution, system changes, process improvements, and ongoing support activities. The role also monitors application performance, service trends, recurring issues, and system usage to identify opportunities to improve service delivery, user adoption, and overall business efficiency.
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.
