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

Bizoforce is hiring an experienced Coupa Support Lead to manage end-to-end production support and AMS operations for enterprise Coupa environments. This role requires strong expertise in Coupa Procure-to-Pay (P2P) processes, integrations, and support governance, along with leadership responsibilities across incident management, SLA adherence, and stakeholder engagement.

Experience

Level: Senior Support Lead / Consultant
Experience Required: 8–12+ Years overall experience with 5–8+ Years in Coupa platforms

Key Responsibilities

1. Coupa Production Support & AMS Leadership

• Own end-to-end Coupa AMS / Run operations (L2 / L3 support)
• Act as the primary escalation point for Coupa incidents, problems, and changes
• Drive incident resolution, root cause analysis (RCA), and preventive actions
• Manage SLA adherence, backlog ageing, and priority-based ticket governance
• Lead war-room calls during critical business disruptions
• Proactively monitor risks including:
• Transaction failures
• Integration errors
• Supplier / invoice processing issues
• System performance and availability

2. Coupa Hands-on Functional & Technical Support

• Provide hands-on support across Coupa modules including:
• Procure-to-Pay (P2P)
• Invoicing
• Expenses
• Sourcing
• Supplier Information Management (SIM)
• Troubleshoot configuration issues related to:
• Business rules
• Approval chains
• Accounting structures
• Tax and compliance setups
• Support Coupa quarterly releases and upgrades from impact analysis to hypercare

3. Implementation Experience (Critical Requirement)

• Bring prior end-to-end Coupa implementation experience to support:
• Faster resolution of complex defects
• Design-aware troubleshooting
• Process improvements and optimization
• Participate in:
• Design workshops
• UAT defect resolution
• Transition from implementation to production support

4. Integration Ownership

• Own and support Coupa integrations with enterprise systems including:
• SAP S/4HANA / ECC
• Oracle Fusion
• Middleware platforms (SAP CPI, PI/PO, Mulesoft, Boomi)
• Troubleshoot:
• API failures
• Batch / real-time integration issues
• Data mismatches across systems
• Ensure data integrity, reconciliation, and smooth integration operations

5. Governance & Stakeholder Management

• Act as Coupa Support Lead and Client SPOC
• Conduct governance meetings including:
• Daily / weekly operational reviews
• SLA and backlog reviews
• Monthly service reviews
• Provide transparent reporting on incidents, risks, RCAs, and service improvements

6. Knowledge Management & Team Leadership

• Mentor Coupa support analysts and junior consultants
• Maintain and document:
• SOPs
• Runbooks
• KT documentation
• Support onboarding and capability development for new team members

Required Skills Coupa Functional Expertise

• Coupa Procure-to-Pay (P2P)
• Invoicing
• Expenses
• Supplier Information Management (SIM)
• Sourcing
• Strong understanding of end-to-end procurement workflows

Integration & Technical Skills

• Coupa APIs
• Real-time and batch integrations
• ERP integration (SAP / Oracle)
• Middleware platforms (CPI, PI/PO, Boomi, Mulesoft)

Support & Process Skills

• ITIL processes (Incident, Problem, Change Management)
• ServiceNow or similar ticketing tools
• Escalation management and governance handling

Preferred Skills

• Coupa Implementation / Core / SIM / P2P Certification
• ITIL certification
• Experience supporting global AMS delivery models

Assignment Details

• Role: Coupa Support Lead
• Region: US / Mexico / Latin America / Canada
• Employment Type: Full-Time / Contract
• Open Positions: Multiple