Senior Functional Analyst ( ERP and Global customer support experience )

| Mumbai, Maharashtra, IND | Remote
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Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

Job Description

The Sr. Functional Analyst position is a critical role within our organization, focused on delivering high-quality software support to our customers and partners. You will be directly interacting with clients through telephone and internet-based platforms, addressing inquiries related to QAD products. In this role, you are tasked with analyzing problems within QAD’s software applications, providing expert solutions, and adhering to the company’s strict quality processes, standards, and toolsets.

As a Senior Functional Analyst, your role expands to encompass handling highly complex and escalated cases, requiring in-depth analysis and innovative problem-solving. You are responsible for creating and maintaining comprehensive documentation of issues and resolutions, which is vital for developing training materials and reusable solutions. These solutions will be shared globally on QAD’s website for use by customers and partners. Your expertise will be pivotal in resolving intricate problems, leveraging your advanced knowledge and skills. Collaboration with team leads, peers, and the global Support team is essential in devising effective solutions and upholding superior support standards. Additionally, you will play a key role in developing training content for the team, enhancing their capabilities in complex case resolution.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, initially focused on the EMEA region, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.

Note: The role will require the person to support in EMEA shifts ( 1 pm IST to 10 pm IST - any 9 hours) with weekend support when required.

DUTIES AND AREAS OF RESPONSIBILITY:

Incident Handling: 

  • Handle complex application-related issues from customers and partners, using advanced communication channels including telephone and ticketing system. 

  • Handle complex and highly escalated cases, involving detailed analysis of various factors. This entails developing and refining solutions for both new and unique challenges by employing solution-centered support methodologies that include analyzing, testing, and problem-solving.

  • Escalate issues as necessary, ensuring timely and effective resolution.

  • Ensure that support incidents are resolved in line with established Service Level Agreements.

Documentation and Communication:

  • Document all analyses and correspondences meticulously throughout the issue resolution process. Provide proactive status updates to customers, maintaining transparency and trust.

Knowledge Base Maintenance:

  • Efficiently search and maintain the QAD Knowledgebase. Update it with solutions to customer issues, ensuring it remains a valuable resource for problem resolution.

Mentoring and Team Assistance:

  • Provide mentorship and training to Functional Analysts, fostering professional development and skill enhancement. Lead in sharing best practices and developing innovative solutions, enhancing the team's overall problem-solving capabilities.

Continuous Learning and Adaptation:

  • Engage in ongoing learning and practice of existing product knowledge. This is vital to stay prepared and responsive to new and evolving issues in a dynamic technological environment.

Developing Training Content:

  • Create educational materials and training content to enhance the team's skills and knowledge, focusing on addressing complex and escalated case resolution.

Qualifications

  • A University or Bachelor’s Degree in Business, Accounting, Logistics, Production Operations/Manufacturing Management, Information Technology, or a related field. Equivalent experience may also be considered.

  • 5 plus years of experience in the software, manufacturing, distribution, or accounting industry is preferred. Experience using and supporting any ERP (QAD, SAP, Oracle ERP, Ms Dynamics 365) or other business software applications is desired. Proven track record in a Customer Service/Support capacity.

  • Essential debugging/troubleshooting skills, including proficiency in navigating Unix, Windows, Internet, and networks, are required. Additionally, programming knowledge for troubleshooting in languages such as C, C++, Unix, Progress, Oracle, SQL, Java, or XML is highly beneficial.


  • Exceptional communication skills, both verbal and written, are essential. This includes the ability to explain complex technical issues in a clear and understandable manner. Strong documentation skills, with the ability to accurately and effectively convey information in writing.

  • Demonstrated ability to continually learn and adapt to new products and technologies.

  • Excellent interpersonal and organizational skills.
  • Attention to detail and robust analytical and problem-solving abilities.
  • Capability to build productive working relationships both within the organization and with external clients.
  • Capable of adapting to rotating shift schedules if needed.
  • Fluency in multiple international languages is good to have.
  • Professional certification in a relevant specialty area (e.g., CPIM, CIRM) is good to have.

Additional Information

  • Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
  • Opportunity to join a growing business, launching into its next phase of expansion and transformation.
  • Collaborative culture of smart and hard-working people who support one another to get the job done.
  • An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
  • Compensation packages based on experience and desired skill set

#LI-LH1

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

#LI-Remote

More Information on QAD
QAD operates in the Software industry. The company is located in Santa Barbara, CA. QAD was founded in 1979. It has 1678 total employees. To see all 23 open jobs at QAD, click here.
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