Offshore Coupa Support Consultant Engagement: Coupa Managed Services SOW, Biotechnology/Life Sciences Client Position Offshore Coupa Support Consultant (Contract) Reports To Icono-Labs Managed Services Lead Engagement Type Time & Materials, as-needed, capped at 50 billable hours/month unless the client pre-approves additional hours Location Remote / Offshore Client Overlap Required weekly overlap with Pacific Time morning business hours for status calls, triage, and working sessions
About the Role:
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.
Key Responsibilities:- Provide day-to-day Coupa platform support across procurement, requisitions, purchase orders, order lists, and invoicing modules.
- Receive, triage, and resolve support requests logged through the client's ServiceNow ticketing system, keeping tickets updated with status and resolution notes.
- Troubleshoot technical issues across Coupa modules and security/configuration settings (Setup menu), staying within the scope appropriate for offshore delivery.
- 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.
- Respond to end-user inquiries regarding requisitions, purchase orders, order lists, and invoices.
- Support ITGC compliance evidence delivery in accordance with the client's RTM (Requirements Traceability Matrix) on a monthly/quarterly schedule.
- 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.
- Deliver small, non-project platform enhancements that fall within the applicable billable-hour threshold.
- Provide ad hoc training, guidance, and administrative best-practice support to the client's Coupa administrators.
- Escalate to onshore Icono-Labs consultants any work involving security configuration, sensitive data, or real-time collaboration, or that otherwise warrants onshore delivery.
- Participate in scheduled Pacific Time morning overlap sessions for status discussion, prioritization, and issue triage.
Required Qualifications:- 2+ years of hands-on Coupa platform administration/configuration experience (procurement, sourcing, and/or invoicing modules).
- Demonstrated experience troubleshooting Coupa configuration issues, including Setup-menu / security-related settings.
- Experience supporting or troubleshooting Coupa-to-ERP integrations (e.g., NetSuite, SAP, Oracle, or similar).
- Experience working within a formal ticketing system (ServiceNow strongly preferred).
- Familiarity with change-management processes for enterprise SaaS platforms.
- Strong written and verbal English communication skills.
- Ability to reliably overlap with U.S. Pacific Time morning business hours.
- High attention to detail and comfort working within audit/compliance-driven documentation requirements.
Preferred Qualifications:- Coupa certification(s) (e.g., Coupa Core Certification, module-specific certifications).
- Prior experience supporting ITGC / SOX compliance evidence or audit-related deliverables.
- Experience in a life sciences, biotech, or pharma environment.
- Prior experience in an MSP or client-services support model.
