Provide advanced Tier-2 support for QAD ERP across functional and technical streams, resolving complex issues, mentoring junior staff, assisting client UAT, performing upgrades/changes, participating in DR/security/compliance activities, documenting runbooks/KBs, and improving processes following ITIL standards.
One of Pine's portfolio companies is seeking a Tier-2 ERP Support Analyst to join their support team. This role delivers advanced ERP support across both Application/Functional (APP) and Technical (TECH) streams — resolving complex issues that go beyond Tier-1 scope, mentoring junior analysts, and proactively improving processes. The successful candidate will collaborate with clients and colleagues to maintain stable, secure, and effective ERP environments, ensuring high performance and compliance.
This is a full-time remote role based in the US, reporting to the Team Manager. Core hours are Monday–Friday, 6am–11pm Central (two shifts possible; occasional rotation may apply).
What You'll Do
- Resolve advanced issues across QAD modules including Order-to-Cash, Procure-to-Pay, Finance, Production, Inventory, and Reporting.
- Advise clients on parameter settings, configuration optimization, workflows, and ERP usage best practices.
- Troubleshoot posting errors, stuck processes, transaction mismatches, and variance reconciliations.
- Support client functional testing and UAT cycles — providing feedback on issues and validating fixes.
- Understand and support end-to-end ERP flows across modules (sales order → production → shipping → invoicing → finance).
- Collaborate directly with clients during live troubleshooting, maintaining professionalism under pressure.
- Perform installations, upgrades, and complex changes following change management processes.
- Mentor Tier-1 Analysts and Service Coordinators on advanced troubleshooting and ticket hygiene.
- Participate in DR tests, security audits, and compliance reviews as required.
- Document clearly in tickets, runbooks, and KB articles; log all process improvements in the Continuous Improvement Register (CIR) using ITIL standards and best practices.
- Communicate effectively with both technical and executive-level stakeholders.
- Monitor dashboards, respond to alerts, and escalate issues that require Tier-3 or vendor engagement.
What They're Looking For
- 7–10 years of ERP/IT support experience, with at least 5 years in QAD/Progress environments.
- Advanced knowledge in Application/Functional (APP) support, with working understanding of the Technical (TECH) stream.
- Demonstrated ability to manage complex issues independently and under pressure.
- Strong troubleshooting skills across ERP, infrastructure, or business process challenges.
- Working knowledge of ITIL principles and their application in service delivery.
- Excellent client communication skills — clear writing, active listening, and ability to de-escalate in sensitive situations.
- Organized and reliable with the ability to prioritize and manage multiple requests simultaneously.
- Detail-oriented with a proactive, problem-solving mindset.
- Proficiency in Microsoft Office Suite.
- Certifications: ITIL Intermediate/Strategic Leader, Progress DBA, QAD ERP Admin, Linux, or related.
- Experience with integrations (EDI, QXtend, APIs) and customizations (reports, queries, extensions).
- Security and compliance experience, including audit preparation and access reviews in controlled environments.
- Exposure to compliance-controlled environments (ITAR, SOX, SOC, FDA, FedRAMP, NIST, CMMC).
- Track record of leading process improvement projects logged in the CIR.
Required
Nice to Have
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