QAD ERP Support Analyst - Tier 2
Based in the US, Monday–Friday, 6am–11pm CentralFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 7–10 years
- Required Skills
- Microsoft OfficeTroubleshootingTechnical supportChange Management
Requirements
- 7–10 years of ERP/IT support experience
- At least 5 years in QAD/Progress environments
- Advanced knowledge in Application/Functional (APP) support
- Working understanding of the Technical (TECH) stream
- Demonstrated ability to manage complex issues independently
- Strong troubleshooting skills across ERP, infrastructure, or business process challenges
- Working knowledge of ITIL principles
- Excellent client communication skills
- Proficiency in Microsoft Office Suite
Responsibilities
- 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.
- Perform installations, upgrades, and complex changes following change management processes.
- Mentor Tier-1 Analysts and Service Coordinators on advanced troubleshooting.
- Participate in DR tests, security audits, and compliance reviews.
- Document clearly in tickets, runbooks, and KB articles.
- Communicate effectively with both technical and executive-level stakeholders.
- Monitor dashboards and escalate issues.
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