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
Similar Jobs
Information Technology
Design, develop, and deploy custom Salesforce solutions (Apex, LWC/Aura, Visualforce, SOQL/SOSL). Lead full development lifecycle, mentor junior developers, perform code reviews, create technical documentation, support integrations, data migration, CI/CD, troubleshoot defects, and collaborate with Product Owner and stakeholders. Requires active Secret clearance and US citizenship.
Top Skills:
ApexAura)BitbucketBootstrapCi/CdConfluenceCopadoCSSFlowsGitHTMLIntellijJavaScriptJIRAJqueryLightning (LwcLightning App BuilderProcess BuilderRestSalesforceSfdxSharepointSldsSoapSOQLSoslVisualforceVs CodeXML
Information Technology
Operate and maintain onsite data center infrastructure including servers, storage, and networking. Install, configure, and troubleshoot hardware and software, monitor performance and uptime, support expansions/upgrades, maintain documentation, and provide technical assistance to IT staff and end-users.
Top Skills:
CiscoDellVMware
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
As an Enterprise Expansion Account Executive, you will drive revenue growth by managing existing customer accounts and acquiring new ones, focusing on upselling and cross-selling. Your role involves collaborating with various teams and engaging executive-level decision-makers to implement effective strategies.
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
