Coupa -UCQ

Company Name: VARITE India Private Limited

About The Client:
A global information technology, consulting, and business process services company, headquartered in India, provides a broad spectrum of services, including IT consulting, application development, business process outsourcing, and digital solutions. Serving clients across diverse industries and in over 167 countries, the company offers technology-driven solutions to enhance efficiency and innovation. With a global presence, it has emerged as a key player in the IT services and consulting space, contributing to the digital transformation of businesses worldwide.

Essential Job Functions:

• Provided L2 application support for Coupa Procure-to-Pay (P2P) platform, ensuring timely resolution of incidents and service requests.
• Performed incident analysis, troubleshooting, and resolution of functional and integration-related issues.
• Coordinated with L3 support teams and vendors for escalation and resolution of complex application issues.
• Supported major Coupa upgrades through system testing, defect management, and UAT coordination.
• Assisted with patch deployments and release activities while ensuring minimal impact on business operations.
• Managed defect tracking, issue prioritization, and resolution throughout testing and production support cycles.
• Facilitated User Acceptance Testing (UAT) by preparing test scenarios, coordinating stakeholders, and validating outcomes.
• Collaborated with business users, technical teams, and external vendors to resolve operational and upgrade-related issues.
• Participated in Incident, Problem, Request, and Change Management processes following ITIL best practices.
• Utilized ServiceNow for ticket management, incident tracking, escalation handling, and reporting.
• Created and maintained runbooks, knowledge base articles, support documentation, and operational procedures.
• Communicated effectively with stakeholders, end users, and cross-functional teams to provide status updates and issue resolutions.
• Supported customer and end-user interactions, including issue investigation, testing coordination, and solution validation.
• Contributed to continuous service improvement initiatives and operational excellence programs.

• Experience : 5+ years relevant Exp
• Coupa Procure-to-Pay (P2P) Functional Support
• Incident Management & Troubleshooting
• L2 Application Support
• Escalation Management (L3/Vendor Coordination)
• Coupa Upgrades & Release Support
• Patch Management & Deployment Support
• User Acceptance Testing (UAT)
• Defect Tracking & Test Coordination
• Integration Issue Resolution
• API & Interface Troubleshooting
• ITIL / ITSM Processes
• ServiceNow
• Problem Management
• Change Management
• Customer & End-User Support
• Stakeholder Management
• Cross-functional Team Collaboration
• Documentation & Knowledge Management
• Runbook Creation & Maintenance
• Strong Written & Verbal Communication Skills
• Service Delivery & SLA Management
• Business Process Support
• Vendor Management
• Production Support Operations