Service Delivery Operations Analyst

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

QAD is looking for a Service Delivery Operations Analyst to work with our Service Delivery Extended Support Application team of QAD. If you are looking to develop a career in Cloud ERP Software business and become an expert Service Delivery Analyst for QAD’s ERP software to our clients in the manufacturing area - this is the job for you!!

You will be part of a Global Customer support team and get an opportunity to work with the colleagues working out of different countries, you will get an exposure to learn and work on different advanced technologies and expand your responsibilities within the organization
 
If you are looking for an opportunity to build your career in an international environment and are willing to learn about our system and functional processes, we are looking forward to receiving your candidature!
 
The position is remote based in Poland or Spain.
 
What you will do: 

• Handling of day to day issues that come up during our customer’s daily use of the different Interoperability service offerings.
• Perform initial triage, duplicate and analyze customer reported issues.
• Management of customer and internal support incidents by means of QAD’s ticketing system.
• Analysis of reported problems in the Interoperability framework to identify root causes and recommend/apply corrective actions to our customers.
• Programming fixes/enhancements for existing functionality to extend QAD’s standard features and non intrusive customization tools.
• Working either with the internal Service Delivery team, other QAD teams or external service providers in the resolution of reported incidents.
• Good customer engagement, good in direct communication with the Customers.
• Work closely with other QAD teams and do the collaboration on the reported issue.
• Verbal and Written communication skills.
• Continuous monitoring of the incoming issues.
• Continuously enhancing skills and acquiring related training.
   

Qualifications

• Bachelor’s or master’s degree in Software Engineering, Computer Science or equivalent.
• Minimum of 1-2 years of Technical Support or Programming experience. Knowledge of working in progress would be an advantage. 
• Intermediate programming skills in any language.
• Experience on Automation Solution and serialization, desirable.
• Familiar with Unix/Linux. Knowledge of relational databases. Knowledge of client/server architecture.
• Understanding of QAD or other ERP systems. Progress 4GL programming. Web Services knowledge would be an advantage.

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

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.