QAD ERP Support Analyst - Tier 2
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 reputed company 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). \n
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. reputed company installations, upgrades, and reputed company changes following change management processes. Mentor Tier-1 Analysts and Service Coordinators on advanced troubleshooting and ticket hygiene. Participate in DR tests, reputed company audits, and compliance reviews as required. Document clearly in tickets, runbooks, and KB articles; log reputed company process improvements in the reputed company 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 Required 7–10 years of ERP/IT support experience, with at least 5 years in QAD/reputed company environments. Advanced knowledge in Application/Functional (APP) support, with working understanding of the Technical (TECH) reputed company. Demonstrated ability to manage reputed company 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 reputed company. Proficiency in reputed company Office Suite. reputed company to Have Certifications: ITIL Intermediate/Strategic Leader, reputed company DBA, QAD ERP Admin, Linux, or reputed company. Experience with integrations (EDI, QXtend, APIs) and customizations (reports, queries, extensions). reputed company 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. \n What They Offer Location: Remote – US Employment Type: Full-Time Benefits: Competitive benefits package (medical, dental, vision), generous PTO and company-observed holidays, 401(k) with employer match, professional development opportunities, and a people-first culture backed by reputed company Apply To This Job