[Remote] QAD ERP Support Analyst - Tier 2

Note: The job is a remote job and is open to candidates in USA. Pine Services Group is seeking a Tier-2 ERP Support Analyst to join their support team. This role delivers advanced ERP support across both Application/Functional and Technical streams, resolving complex issues, mentoring junior analysts, and improving processes to maintain stable and effective ERP environments.

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 — 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

Skills

• 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

Benefits

• Competitive benefits package (medical, dental, vision)
• Generous PTO and company-observed holidays
• 401(k) with employer match
• Professional development opportunities
• A people-first culture backed by Pine Services Group

Company Overview