Job Description

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.
This hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week.

• Job Purpose (Objective & Scope)

The Senior Functional Analyst is a pivotal and expert role, responsible for providing Tier 2/3 and escalated functional support for the Supplier Relationship Management (SRM) system. This position focuses on the most complex and critical application-related issues and acts as the primary technical-functional point of escalation for the support team.
Beyond immediate support, the Senior Functional Analyst will drive continuous service improvement, mentor junior team members, and proactively identify system enhancements to maximize the stability and value of the SRM platform for our customers and partners. This role is a key bridge between the support team, business stakeholders, and development/product teams.

• Impact of this role and key deliverables
• Handle application-related issues and questions from customers and partners, using advanced communication channels including telephone and ticketing system.. Provide proactive status updates to customers, maintaining transparency and trust. Ensure that support incidents are resolved in line with established Service Level Agreements.
• Resolve High-Priority and Complex Escalations: Lead the analysis and resolution of Tier 2/3 application-related issues and escalations from customers and partners, utilizing advanced debugging and functional skills.
• Drive Problem Management: Conduct root cause analysis (RCA) for recurring incidents, translating technical findings into clear, actionable system improvements or bug fixes for the development team.
• Lead Knowledge Management: Strategically manage and curate the support knowledge base (e.g., QAD Knowledgebase), developing high-value technical articles, known error documents, and best-practice guides for complex SRM topics.
• Provide mentorship and training to Functional Analysts, fostering professional development and skill enhancement. Lead in sharing best practices and developing

Qualifications

• Professional degree:

Professional degree: A University or Bachelor's Degree in Computer Science, IT-related studies, or a Business-related field (e.g., Supply Chain Management).

• Experience:

Number of years: 5+ years of proven, progressive experience in a Customer Service/Technical Support capacity, with at least 3 years focused on SRM or Supply Chain Management systems.
Strong advantage in working within the B2B area and familiarity with procurement or supplier lifecycle processes.
Computer skills: Proficient knowledge of MS-Excel for data analysis and reporting .Basic understanding of HTML, CSS, XML, and API concepts (e.g., REST/SOAP) desirable for system integration context.

• Other knowledge: Must be able to work effectively within EMEA hours to align with the core team and support coverage needs. Deep functional knowledge of a specific SRM system (e.g., SAP Ariba, Coupa, or equivalent) is highly desirable. Prior experience supporting a customer base within the EMEA region, demonstrating familiarity with European business practices and cultural nuances, is highly desirable
• Languages: Fluent (C1) English language skills, German if possible

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.
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.

Skills Required