Coupa Support L2/L3 Consultant :

Experience : 57 Years

Location : PAN India

Work Mode : Hybrid

Notice Period : Immediate to 30 Days

About the Role :

We are looking for an experienced Coupa Support L2/L3 Consultant to provide end-to-end application support for Coupa in an AMS (Application Management Services) environment.

The ideal candidate will have hands-on experience in production support, incident management, release management, and business stakeholder engagement, with expertise in Coupa Sourcing, Contracts (CLM), and Procure-to-Pay (P2P) processes.

This is a business-facing role that requires strong analytical, communication, and problem-solving skills to ensure the stability, performance, and continuous improvement of the Coupa platform.

Key Responsibilities :

Production Support & Incident Management :

- Provide L2/L3 production support for Coupa modules, primarily Sourcing and Contracts (CLM).

- Manage incidents, service requests, problem tickets, and escalations while ensuring SLA compliance.

- Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.

- Troubleshoot functional and application issues, minimizing business disruption.

- Monitor system health and proactively identify potential risks or improvements.

Release & Change Management :

- Support Coupa release management activities, including impact assessment, regression testing, deployment validation, and post-release support.

- Assess the business impact of new Coupa features and enhancements.

- Coordinate with business and technical teams to ensure successful production deployments.

- Ensure business readiness through effective communication, training, and change management activities.

Business & Stakeholder Management :

- Act as the primary functional point of contact for business users.

- Translate technical issues and system changes into clear business language.

- Work closely with Procurement, Sourcing, Contracts, and IT teams to resolve functional issues.

- Handle business-facing escalations and ensure timely communication throughout the issue lifecycle.

Continuous Improvement :

- Identify opportunities to improve application performance, support processes, and user experience.

- Maintain functional documentation, knowledge articles, and support procedures.

- Participate in process improvement initiatives and recommend best practices for Coupa support operations.

Required Skills & Experience :

- 5 to 7 years of experience supporting Coupa Platform in an AMS/Application Support environment.

- Strong hands-on experience with Coupa Sourcing and Coupa Contracts (CLM).

- Good understanding of Procure-to-Pay (P2P) and Source-to-Contract business processes.

- Experience managing L2/L3 production support, incident management, and problem resolution.

- Hands-on experience with release management, regression testing, and production deployments.

- Experience using ITSM tools such as ServiceNow or similar incident management platforms.

- Strong analytical, troubleshooting, and root cause analysis skills.

- Excellent communication skills with the ability to interact effectively with business and technical stakeholders.

- Experience handling business-critical incidents and customer-facing escalations.

Preferred Qualifications :

- Bachelor's degree in Computer Science, Information Technology, Business Administration, Supply Chain, or a related discipline.

- Coupa certification is preferred.

- Experience working in Retail, Procurement, or Supply Chain environments will be an added advantage.

- Exposure to Agile delivery methodologies and ITIL processes is preferred.