QAD Support Specialist

We are seeking a highly analytical and customer-focused QAD Support Analyst to join our enterprise IT and applications support team. In this role, you will act as the primary escalation point for complex functional and system-level issues within our QAD ERP environment. You will diagnose system errors, optimize configurations, and support business users to ensure supply chain, manufacturing, and financial operations run without interruption.

Key Responsibilities

• Issue Resolution: Troubleshoot and resolve advanced QAD ERP issues, including automated processes, transaction mismatches, and variance reconciliations.
• Module Support: Assist end-users across core modules such as Order-to-Cash (O2C), Procure-to-Pay (P2P), Finance, Production, and Inventory.
• Custom Code Troubleshooting: Review, debug, and trace custom code or scripts to isolate ERP bugs from baseline functionality.
• System Configuration: Advise clients on QAD parameter settings, workflow design, and configuration optimization to align with best business practices.
• Escalation Management: Handle high-priority cases, escalating Level 3 database or codelevel bugs to development teams or QAD directly when necessary.
• Testing & UAT: Support functional testing, patch implementation, and User Acceptance Testing (UAT) cycles.
• Documentation: Create and maintain internal knowledge base (KB) articles, runbooks, and user-training documentation to reduce future ticket volume.

Essential Qualifications

• Education: Bachelor’s Degree in Information Technology, Computer Science, Supply Chain Management, or equivalent work experience.
• Experience: Minimum 3 to 5 years of relevant experience in enterprise product or application support, with a strong focus on QAD platforms
• ERP Knowledge: Solid understanding of end-to-end ERP data flows and supply chain/manufacturing principles
• Technical Skills: Solid knowledge of Progress 4GL/ABL, Linux CLI, and Progress database (DBA) fundamentals for issue diagnosis and system-log analysis.
• Analytical Thinking: Proven ability to analyze complex business processes and translate errors into actionable solutions.
• Soft Skills: Exceptional written and verbal communication skills; ability to explain highly technical concepts to non-technical stakeholders under pressure.

Preferred Qualifications

• QAD Versions: Hands-on experience with QAD 2012 Standard Edition (SE) and QAD 2021 Enterprise Edition (EE) is highly desirable.
• Customization Support: Ability to support and troubleshoot custom code (e.g., Progress 4GL/ABL, custom browses, wrappers, or reports) is a significant asset.