Strategic Information Group · 21 hours ago
ERP Support Analyst - Tier 2, App - Finance
United States
Full-time
Onsite
Mid, Senior Level
$75K/yr - $120K/yr
7+ years expStrategic Information Group is the premier supplier of Enterprise Software Solutions and related consulting services in North America and Europe. They are seeking a Tier-2 ERP Support Analyst to deliver advanced ERP support and resolve complex issues while collaborating with clients and colleagues to maintain effective ERP environments.
ComputerConsultingEnterprise SoftwareSoftware
Responsibilities
User Support: logins, roles/menus, personalization, basic training on process steps and screen navigation
Master Data Hygiene: vendor/customer/items/sites; assist with data corrections using approved tools/templates (e.g., QXtend Excelerator)
Finance Transaction Support: Triage and resolve basic issues in accounts payable/receivable, journal entries, and period close activities
Posting Errors: Identify and resolve simple posting errors in finance modules; escalate complex cases appropriately
Maintain clear ticket notes, steps to reproduce finance issues, and contribute to finance-related runbooks/knowledge base
Order-to-Cash / Procure-to-Pay: triage stuck transactions, status mismatches, posting errors; gather screenshots/steps and resolve simple cases
Inventory & Production: help users with transactions (issues/receipts, cycle count variances, work order close basics)
Finance Touchpoints: basics of period close coordination, posting errors triage, and routing to the correct functional SME
Troubleshoot Tier‑1 technical issues (app server, logs, jobs), and basic functional issues (user steps, transactions, master data)
Monitor daily dashboards (availability, jobs, integrations) and respond to alerts; create incidents when thresholds breach
Execute routine tasks in backups verification, DR runbooks, and environment health checks per SOPs
Document clearly: ticket notes, steps to reproduce, screenshots/log snippets, and next action; contribute to runbooks/KB
Continuous Improvement: log improvement ideas and implemented changes into the Continuous Improvement Register (CIR) using ITIL standards and best practices
Client Communication: provide timely, clear updates; manage expectations; escalate appropriately with full context
Collaboration: work with Tier‑2/3 (TECH/APP/EDI) and Internal IT for issues beyond Tier‑1 scope
Application/Module Support: resolve advanced issues in QAD modules (O2C, P2P, Finance, Production, Inventory, Reporting)
Advanced Finance Module Support: Resolve complex issues in General Ledger, AP/AR, Fixed Assets, and Financial Reporting modules
Configuration Optimization: advise on finance module parameter settings, workflows, and usage best practices
Transaction Issue Resolution: troubleshoot posting errors, stuck processes, mismatches, and variance reconciliations in financial data
Functional Testing/UAT: support client testing cycles, provide feedback on issues, and validate fixes
Process Improvement: streamline ERP functional workflows and collaborate with SMEs to align with business needs
Cross‑Module Support: understand end‑to‑end flows (sales order → production → shipping → invoicing → finance)
Resolve Tier‑2 level issues in either the APP scope; escalate only those requiring Tier‑3 or vendor support
Collaborate directly with clients during live troubleshooting, maintaining professionalism under pressure
Mentor Tier‑1 Analysts and Service Coordinators on advanced troubleshooting and ticket hygiene
Perform installations, upgrades, and complex changes following change management processes
Document clearly in tickets, runbooks, and KB articles; ensure CIR entries for process improvements
Participate in DR tests, security audits, and compliance reviews as required
Communicate with stakeholders at both technical and executive levels
Qualification
Required
7–10 years of ERP/IT support experience, with at least 5 years in QAD/Progress environments
Advanced knowledge of finance modules in APP and/or TECH with working understanding of the other
Demonstrated ability to manage complex issues independently and under pressure
Strong troubleshooting skills in finance related ERP, infrastructure, or business process issues
Working knowledge of ITIL principles, financial compliance and application in service delivery
Excellent client communication skills (clear writing, active listening, de‑escalation, sensitive situations)
Organized and reliable with the ability to prioritize; comfortable juggling multiple requests with follow‑through
Demonstrates discretion and sound judgment in handling sensitive information
Ability to learn enterprise apps/ERPs and follow structured procedures
Working knowledge of MS Office Suite
Detail oriented with proactive, problem-solving mindset
Demonstrated ability to work independently and as part of a team
Commitment to delivering high-quality work and continuous improvement
Preferred
Certifications: ITIL Foundations; vendor training in QAD/Progress/OpenEdge/Linux; finance/manufacturing coursework, QAD Certifications
Experience with QXtend, EDI flows, or Excelerator templates; basic SQL/ABL query exposure
Hands‑on with production, inventory, costing, or finance transaction flows in QAD; testing/UAT support experience
Exposure to compliance‑controlled environments (ITAR, SOX, SOC, FDA, FedRAMP, NIST, CMMC)
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 & compliance experience (audit prep, access reviews, controlled environment management)
Track record of leading process improvement projects logged in CIR
Benefits
401(k) & Company Match
Dental, Vision and Medical Insurance
Employee assistance program & Supplemental Pet Insurance
Company Paid Life and AD&D
Voluntary supplemental Life and AD&D insurance
Paid holidays
Paid time off
Travel Aid / Global Care for peace of mind when traveling.
Company
Strategic Information Group
Strategic helps companies achieve their corporate goals with the application of enterprise technology.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2023-02-01Acquired
Leadership Team
Suzy Reno
President & CEO
Ray Greenwood
Vice President Customer Success Projects
Recent News
2023-12-26
2023-02-01
Company data provided by crunchbase