Coupa Admin

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 Service Now 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 Service Now 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., Net Suite, SAP, Oracle, or similar).• Experience working within a formal ticketing system (Service Now 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.