This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a QAD ERP Support Analyst - Tier 2 based in the United States.
This role sits at the advanced level of ERP support, focusing on resolving complex application and technical issues within a mission-critical enterprise environment. You will act as a key escalation point beyond Tier-1 support, working across multiple QAD ERP modules to ensure stability, performance, and continuity of business operations. The position combines deep functional ERP knowledge with strong troubleshooting capability across both application and technical layers. You will work closely with clients and internal teams to diagnose, resolve, and prevent recurring system issues. In addition to hands-on support, you will contribute to process improvement initiatives, documentation standards, and knowledge sharing across support teams. This is a highly collaborative and client-facing role that requires composure under pressure and strong communication skills. It is ideal for someone who thrives in complex ERP ecosystems and enjoys solving multifaceted operational challenges.
Accountabilities:
- Resolve advanced Tier-2 support issues across QAD ERP modules, including Order-to-Cash, Procure-to-Pay, Finance, Production, Inventory, and Reporting.
- Provide expert guidance on ERP configuration, workflow optimization, parameter settings, and functional best practices.
- Troubleshoot complex system issues such as posting errors, transaction mismatches, reconciliation variances, and process failures.
- Support functional testing and UAT cycles, validating fixes and providing structured feedback to development and implementation teams.
- Collaborate with clients during live issue resolution, ensuring clear communication and professional handling of high-pressure situations.
- Perform ERP installations, upgrades, and controlled system changes following established change management procedures.
- Document resolutions, contribute to knowledge bases, and support continuous improvement initiatives aligned with ITIL standards.
- Mentor Tier-1 analysts and support staff, helping improve troubleshooting capability and ticket quality across the team.
- Monitor system dashboards, respond to alerts, and escalate issues appropriately to Tier-3 or vendor support when required.
Requirements:
- 7–10 years of experience in ERP or IT support, with at least 5+ years in QAD or Progress-based environments.
- Strong expertise in application/functional ERP support, with working knowledge of technical support concepts.
- Proven ability to independently resolve complex, high-priority system issues in fast-paced environments.
- Solid understanding of ERP end-to-end business processes and cross-module dependencies.
- Working knowledge of ITIL frameworks and service management best practices.
- Strong client communication skills, including the ability to explain technical issues clearly and de-escalate sensitive situations.
- Highly organized, detail-oriented, and capable of managing multiple concurrent support requests.
- Proficiency with Microsoft Office tools and general enterprise support systems.
- Familiarity with integrations (EDI, APIs, QXtend), customization, or compliance environments is a plus (SOX, SOC, ITAR, FDA, etc.).
- Certifications such as ITIL, QAD ERP, Progress DBA, or Linux are advantageous.
Benefits:
- Competitive full-time compensation package
- Comprehensive health coverage including medical, dental, and vision insurance
- 401(k) retirement plan with employer matching
- Generous paid time off and company-observed holidays
- Remote work flexibility across the United States
- Professional development and training opportunities
- Exposure to complex enterprise ERP environments and high-impact projects
- Supportive, people-first culture focused on continuous improvement