Bizoforce Hiring – Coupa Support Lead (AMS / Production Support) – USA

Bizoforce is hiring an experienced Coupa Support Lead to manage end-to-end Coupa AMS and production support operations. This role combines functional expertise, technical integration ownership, and leadership responsibilities to ensure stable Coupa operations, incident management, and continuous improvement across enterprise procurement processes.

Experience

Level: Senior Support Lead
Experience Required: 8–12+ Years overall experience with 5–8+ Years in Coupa (AMS and implementation)

Key Responsibilities

1. Coupa Production Support & AMS Leadership

• Own end-to-end Coupa AMS / L2-L3 support operations
• Act as escalation point for incidents, problems, and change requests
• Drive root cause analysis (RCA) and preventive action planning
• Ensure SLA adherence, ticket governance, and backlog management
• Lead war-room calls during business-critical issues
• Proactively manage risks related to transactions, integrations, and performance

2. Coupa Hands-on Functional & Technical Support

• Provide support across Coupa modules including P2P, Invoicing, Expenses, Sourcing, and SIM
• Troubleshoot configuration issues related to business rules, approval chains, tax, and compliance
• Support Coupa releases and quarterly upgrades from analysis through hypercare

3. Implementation Experience (Critical)

• Apply full lifecycle implementation knowledge for issue diagnosis and resolution
• Support design workshops and UAT defect resolution
• Drive implementation-to-support transitions and continuous improvements

4. Integration Ownership (Mandatory)

• Own integrations between Coupa and ERP systems (SAP S/4HANA, ECC, Oracle Fusion)
• Troubleshoot API, batch, and real-time integration issues
• Coordinate with middleware and infrastructure teams for resolution
• Ensure data integrity and reconciliation across systems

5. Governance & Stakeholder Management

• Act as Coupa Support Lead and client SPOC
• Run governance reviews (daily, weekly, and monthly service reviews)
• Provide reporting on incidents, risks, and improvement plans

6. Knowledge Management & Team Leadership

• Mentor support analysts and junior consultants
• Maintain SOPs, runbooks, KT documentation, and transition processes
• Support onboarding and team skill upliftment initiatives

Required Skills

• Coupa AMS / production support expertise (L2/L3)
• Coupa Modules: P2P, Invoicing, Expenses, SIM, Sourcing
• End-to-end P2P process understanding
• Coupa API, flat-file, and real-time integration knowledge
• ERP integrations (SAP / Oracle)
• Middleware exposure (CPI, PI/PO, MuleSoft, Boomi)
• ITIL processes (Incident, Problem, Change)
• ServiceNow or equivalent ticketing tools
• Strong stakeholder and escalation management skills

Preferred Skills (Good to Have)

• Coupa Certification (Implementation / Core / SIM / P2P)
• ITIL Certification
• Experience leading global support teams

Assignment Details

• Role: Coupa Support Lead
• Location: USA
• Employment Type: Full-Time / Contract
• Open Positions: Multiple.