​Strategic Information Group, a premier supplier of enterprise software solutions, is seeking a Tier 2 ERP Support Analyst (Application/Functional focused) to support its manufacturing clients. This analyst is responsible for resolving complex ERP issues, mentoring junior staff, and proactively driving continuous process improvements within stable, secure, and compliant QAD environments.

• ​Location: Remote – USA.
• ​Base Pay Range: $75,000 – $120,000 (Commensurate with experience).
• ​Incentive Pay: Up to 30% of base salary.
• ​Required Experience: 7–10 years of ERP/IT support experience, with at least 5 years specifically in QAD/Progress environments.
• ​Focus: Advanced functional/application troubleshooting, configuration optimization, cross-module support, UAT, and ITIL-based continuous improvement.

​Tier 2 Responsibilities: Advanced Application Support

​The Level 2 analyst is expected to perform all Level 1 duties and focus on resolving advanced, complex issues across multiple ERP modules:

• ​Application/Module Support: Resolve advanced issues in key QAD modules including Order-to-Cash (O2C), Procure-to-Pay (P2P), Finance, Production, Inventory, and Reporting.
• ​Configuration & Optimization: Advise clients on parameter settings, workflows, and usage best practices. Streamline ERP functional workflows and ensure alignment with business needs.
• ​Complex Resolution: Troubleshoot posting errors, stuck processes, status mismatches, and variance reconciliations. Understand end-to-end flows (e.g., sales order → shipping → invoicing → finance).
• ​Mentoring & Documentation: Mentor Tier 1 Analysts on advanced troubleshooting and proper ticket hygiene. Perform installations, upgrades, and complex changes. Document clearly in tickets, runbooks, and Knowledge Base (KB) articles.
• ​ITIL/Continuous Improvement: Log all continuous improvement ideas and implemented changes into the Continuous Improvement Register (CIR) using ITIL standards.
• ​Communication: Collaborate directly with clients during live troubleshooting and communicate with stakeholders at both technical and executive levels.

​Minimum Qualifications (Level 2)

• ​ERP Expertise: 7–10 years of ERP/IT support experience, with at least 5 years in QAD/Progress environments.
• ​Methodology: Working knowledge of ITIL principles and their application in service delivery.
• ​Professional Skills: Demonstrated ability to manage complex issues independently and under pressure. Excellent client communication skills (de-escalation, sensitive situations).
• ​Technical Breadth: Advanced knowledge in the application (APP) scope with a working understanding of the technical (TECH) area.

​Preferred Experience

• ​Certifications: ITIL Intermediate/Strategic Leader, Progress DBA, QAD ERP Admin, Linux, or related.
• ​Integrations: Experience with integrations (EDI, QXtend, APIs) and customizations.
• ​Security & Compliance: Experience with security audits, access reviews, and compliance reviews.