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.
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