Independently analyzes complex business and operational problems where solutions are not readily apparent, requiring evaluation of multiple business options, process trade-offs, and operational constraints. Translates complex global support requirements into clearly defined functional specifications and business configurations. Accountable for the end-to-end alignment of business processes to enterprise systems, including requirement scoping, mapping, testing, configuration verification, and post-implementation functional support.

Brings hands-on proficiency in the practical application and integration of AI tools, leveraging power user prompt engineering, notification wrappers, and existing vendor algorithms to introduce operational efficiencies and inject smart workflow automation into document summarization and support routing.

Applies seasoned professional judgment and broad analytical systems knowledge to enforce standard software architecture, focusing on core CRM and CMDB platforms to prioritize vanilla application configurations over heavy custom development and code modifications. Proactively identifies opportunities to improve system performance, reliability, and efficiency through targeted configuration enhancements and out-of-the-box automation, particularly within evolving and changing infrastructure. Operates with minimal supervision, following established architectural standards and policies, while determining appropriate methods and techniques to achieve desired business outcomes.

Given that QAD’s Support organization operates in a 24×7 global environment, this role requires flexibility in scheduling. The position is primarily aligned to early AMS core business hours, with regular overlap required to support APAC and EMEA teams. Occasional adjustments to work hours may be necessary to support critical incidents, releases, or time-sensitive initiatives. This flexibility is essential to ensuring continuity of service and effective support for QAD’s global customer base.

1. Adapt functional configurations and system alignments to newer software versions by executing, testing, and implementing appropriate out-of-the-box platform parameters..