Hypercare Lead for SuiteProjects Pro (SPP)

Monks; Bogotá; Presencial; COP 281.461.000 - 406.555.000; Jornada completa

Descripción de la vacante

Monks Technology Services is seeking a Hypercare Support Lead to own post-go-live support for SuiteProjects Pro across NAMER go-live pilots. You will triage issues, coordinate with the implementation partner, and ensure data flows into NetSuite for the first month-end close in February 2027.

This role requires strong PSA, project finance, and defect-management skills, plus effective stakeholder communication with end-users, leadership, and RSM.

Formación

• Hands-on experience supporting a SuiteProjects Pro (SPP) go-live and hypercare.
• Strong knowledge of professional-services and project-finance operations, including time/expense workflows and revenue recognition.
• Proven ability to triage issues and route defects to proper ownership.
• Excellent communication with users, leadership, and external partners (RSM).
• Familiarity with Jira/Confluence for process docs and multi-entity environments (nice to have).

Responsabilidades

• Act as the primary point of contact for SPP users during hypercare.
• Log, prioritize, and manage post-go-live issues in Jira; escalate defects to RSM.
• Run daily hypercare stand-up and maintain an issue log and burn-down chart.
• Support the first month-end close with accurate time, billing, and revenue flow.
• Monitor project lifecycle, activation, time tracking, and expense capture.

Conocimientos

PSA go-live experience

Project finance mastery

Triage & defect management

Stakeholder communication

Operational discipline

Herramientas

Jira

Confluence

Descripción del empleo

Monks Technology Services is seeking a Hypercare Support Lead to own post-go-live support for SuiteProjects Pro across NAMER go-live pilots. You will triage issues, coordinate with the implementation partner, and ensure data flows into NetSuite for the first month-end close in February 2027.

This role requires strong PSA, project finance, and defect-management skills, plus effective stakeholder communication with end-users, leadership, and RSM.