Force Motion Group (FMG) is seeking a high calibre Global Infor M3 Subject Matter Expert (M3 SME) responsible for ensuring the effective, stable, and optimized operation of the global Infor M3 ecosystem across the enterprise environment. The role provides functional expertise, guidance, and governance across the M3 application landscape, including integrated business processes, connected applications, and third-party systems. Working closely with Group IT, divisional IT teams, local IT teams, managed service providers, business stakeholders, and external vendors, the M3 SME ensures solutions are aligned with business requirements and enterprise application standards across all global regions. Acting as the functional owner and primary expert for the Infor M3 platform, the role drives the adoption, optimization, and continuous improvement of both existing and new M3 capabilities across the business. The M3 SME provides hands-on guidance, support, and knowledge sharing to internal teams and end users to ensure consistent and effective system usage while also serving as the primary point of contact between business users, IT teams, corporate stakeholders, and external service providers to ensure high-quality service delivery and ongoing operational support across the application landscape.
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.
Preferred
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Enterprise Resource Planning - ERP
Preferred
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Team player: Works well as a member of a group
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Functional expert: Seen as a ‘thought leader’ on a subject
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Enthusiastic: Shows intense and eager enjoyment and interest
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Innovative: Consistently introduces new ideas and demonstrates original thinking
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Dedicated: Devoted to a task or purpose with loyalty or integrity
Preferred
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Ability to make an impact: Inspired to perform well by the ability to contribute to the success of a project or the organisation
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
