Job Description
Offshore Coupa Support Consultant
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Engagement: Coupa Managed Services SOW, Biotechnology/Life Sciences Client
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Position Offshore Coupa Support Consultant (Contract)
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Reports To Icono-Labs Managed Services Lead
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Engagement Type Time & Materials, as-needed, capped at 50 billable hours/month unless the client pre-approves additional hours
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Location Remote / Offshore
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Client Overlap Required weekly overlap with Pacific Time morning business hours for status calls, triage, and working sessions
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About the Role
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Icono-Labs LLC is seeking an experienced offshore Coupa Support Consultant to help deliver Managed Services under our Coupa support engagement with a biotechnology/life sciences client. This is a lower-cost, offshore staffing option for eligible support items: non-sensitive, non-real-time work that does not involve security configuration or sensitive data, performed under Icono-Labs' direction and supervision. All work is billed on a time-and-materials basis, tracked in 30-minute increments, and intake/tracking runs exclusively through the client's ServiceNow platform.
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Key Responsibilities
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• Provide day-to-day Coupa platform support across procurement, requisitions, purchase orders, order lists, and invoicing modules.
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• Receive, triage, and resolve support requests logged through the client's ServiceNow ticketing system, keeping tickets updated with status and resolution notes.
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• Troubleshoot technical issues across Coupa modules and security/configuration settings (Setup menu), staying within the scope appropriate for offshore delivery.
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• Diagnose Coupa-to-ERP integration errors reported by the client; resolve issues achievable through Coupa configuration and flag items requiring ERP-side or ERP-vendor coordination.
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• Respond to end-user inquiries regarding requisitions, purchase orders, order lists, and invoices.
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• Support ITGC compliance evidence delivery in accordance with the client's RTM (Requirements Traceability Matrix) on a monthly/quarterly schedule.
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• Follow the client's documented change-management process for any applicable configuration, workflow, integration, security/access, or approval-routing changes; do not implement production changes without required approvals, documentation, and testing evidence.
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• Deliver small, non-project platform enhancements that fall within the applicable billable-hour threshold.
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• Provide ad hoc training, guidance, and administrative best-practice support to the client's Coupa administrators.
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• Escalate to onshore Icono-Labs consultants any work involving security configuration, sensitive data, or real-time collaboration, or that otherwise warrants onshore delivery.
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• Participate in scheduled Pacific Time morning overlap sessions for status discussion, prioritization, and issue triage.
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Required Qualifications
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• 2+ years of hands-on Coupa platform administration/configuration experience (procurement, sourcing, and/or invoicing modules).
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• Demonstrated experience troubleshooting Coupa configuration issues, including Setup-menu / security-related settings.
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• Experience supporting or troubleshooting Coupa-to-ERP integrations (e.g., NetSuite, SAP, Oracle, or similar).
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• Experience working within a formal ticketing system (ServiceNow strongly preferred).
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• Familiarity with change-management processes for enterprise SaaS platforms.
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• Strong written and verbal English communication skills.
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• Ability to reliably overlap with U.S. Pacific Time morning business hours.
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• High attention to detail and comfort working within audit/compliance-driven documentation requirements.
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Preferred Qualifications
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• Coupa certification(s) (e.g., Coupa Core Certification, module-specific certifications).
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• Prior experience supporting ITGC / SOX compliance evidence or audit-related deliverables.
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• Experience in a life sciences, biotech, or pharma environment.
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• Prior experience in an MSP or client-services support model.
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