SPP Hypercare Lead - Remote

Monks; Bogotá ciudad; A distancia; COP 298.072.000 - 397.430.000; A tiempo parcial

Descripción de la vacante

Monks is seeking a Hypercare Support Lead to own post-go-live support for SuiteProjects Pro (SPP) during the critical hypercare period following the NAMER go-live in January 2027. You will triage and resolve post-go-live issues, manage the interface with our implementation partner, and ensure SPP data flows correctly to support the first month-end close in February 2027.

You will act as the primary contact for pilot users, run daily governance, and collaborate with RSM to escrow defects.

Formación

• Hands-on experience supporting a SuiteProjects Pro (SPP) or comparable PSA go-live and hypercare period.
• Strong knowledge of professional-services and project finance operations including billing, proforma invoicing, revenue recognition, and time/expense workflows.
• Proven triage skills—isolating user/process gaps from defects and routing them effectively.
• Excellent communication with business users, program leads, and external partners.
• Familiarity with Jira/Confluence is a plus; multi-entity, multi-currency environments helpful.

Responsabilidades

• Own post-go-live support for SPP during hypercare across pilot entities.
• Log, prioritize, and manage issues in Jira; escalate defects to RSM within six-week window.
• Support first month-end close with accurate time entry, approvals, billing, revenue recognition, and data flow to NetSuite.
• Monitor SPP processes: activation, time tracking, expenses, and project lifecycle.
• Provide super-user support and help transition from hypercare to BAU.

Conocimientos

PSA Go-Live

Project Finance

Triage & Defect Mgmt

Stakeholder Communication

Jira & Confluence

Herramientas

Jira

Confluence

Descripción del empleo

Monks is seeking a Hypercare Support Lead to own post-go-live support for SuiteProjects Pro (SPP) during the critical hypercare period following the NAMER go-live in January 2027. You will triage and resolve post-go-live issues, manage the interface with our implementation partner, and ensure SPP data flows correctly to support the first month-end close in February 2027.

You will act as the primary contact for pilot users, run daily governance, and collaborate with RSM to escrow defects.