Deliver advanced ERP support across both Application/Functional (APP) and Technical (TECH) streams.
Resolve complex issues that go beyond Tier-1 scope.
Mentor junior analysts.
Proactively improving processes.
Collaborate with clients and colleagues to maintain stable, secure, and effective ERP environments.
Ensure high performance and compliance.
Report to the Team Manager during core hours Monday–Friday, 6am–11pm Central (two shifts possible).

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.
Nice to Have
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.

QAD ERP Support Analyst – Tier 2

Key skills