Hypercare Support Lead 

.Monks Technology Services, part of Media.Monks and S4 Capital, is a global consulting firm mastering AI-powered transformations for the Fortune 100. We combine long-term strategic thinking, deep enterprise experience, and a human-centered approach to help clients transform business processes and dominate their industries.

 

 

As part of our commitment to inclusion and in compliance with Law 2466 of 2025 from Colombia, we have available spaces for people with disabilities.

Fixed-term contract

 

About the Role

Monks is seeking a Hypercare Support Lead to own business and process support for SuiteProjects Pro (SPP) during the critical hypercare period following the NAMER go-live in January 2027. Acting as the main point of contact for users across the pilot entities, you will triage and resolve post-go-live issues, manage the day-to-day interface with our implementation partner (RSM), and ensure SPP data—including time, billing, revenue recognition, and project financials—is clean and flowing correctly to support the first month-end close in early February 2027.

 

Key Responsibilities

• User Support & Issue Triage: Act as the primary point of contact for SPP users across pilot entities during hypercare. Log, prioritize, and manage post-go-live issues in Jira, distinguishing between user/process questions, data issues, and configuration defects. Resolve business/process items internally and escalate genuine defects to RSM within their six-week support window.

• Governance & Reporting: Run the daily hypercare stand-up, maintain a live issue log and burn-down chart, and regularly report status to the Programme Manager and SteerCo.

• Month-End Close Execution: Support the SPP side of the first month-end close, ensuring accurate time entry and approvals, billing and proforma invoicing, revenue recognition, and seamless flow of project financials into NetSuite.

• End-to-End Process Oversight: Monitor and support key SPP process areas, including project lifecycle and activation, resource booking, time tracking (with late-entry and period-control escalations), and expense capture via Rydoo.

• Enablement & BAU Handover: Provide super-user support, reinforce training, and flag areas where refresher sessions are required. Manage the transition from hypercare to business-as-usual (BAU) support, including routing outstanding items and change-control processes.

About You

Competencies

• Ownership & Attention to Detail: Rigorous about data integrity and financial accuracy, taking full responsibility for issue resolution from initial user report through final validation during month-end close.

• Collaborative Mindset: Thrives in a multi-stakeholder environment, acting as a trusted bridge between end-users, super-users, program leadership, and third-party implementation partners.

• Operational Discipline: Strong commitment to structured issue tracking, daily governance rituals, clear documentation, and formal change-control processes.

• Problem-Solving & Adaptability: Skillful at untangling complex user workflows, diagnosing root causes under pressure, and distinguishing procedural errors from system defects.

Qualifications & Skills

• PSA Go-Live Experience: Hands-on experience supporting a SuiteProjects Pro (SPP) or comparable Professional Services Automation (PSA) go-live and hypercare period.

• Project Finance Mastery: Strong foundational knowledge of professional-services and project finance operations, including project accounting, billing, proforma invoicing, revenue recognition, and time/expense workflows.

• Triage & Defect Management: Proven track record in issue triage—expertly isolating user/process gaps from technical configuration defects and routing them appropriately.

• Stakeholder Communication: Exceptional communication skills with the ability to manage expectations across business users, program leads, and external implementation partners (RSM).

• Tools & Environment (Nice to Have): Familiarity with Jira and Confluence for issue tracking and process documentation. Prior experience operating within multi-entity, multi-currency global enterprise environments is a plus.

.Monks Technology Services does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment.

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