Support Engineer: Coupa at Absa South Africa

Job Description

• Apply critical thinking, design thinking and problem solving skills in an agile team environment to solve technical problems (Front End, Back End OR Middleware) with high quality solutions
• Work with integrated teams to improve and evolve technical products and services
• Stay ahead of the curve on emerging technologies and continuously evolve existing knowledge & skill in preparation for cross domain and other experiences
• Conduct peer reviews, testing, problem solving within and across the broader team
• Update / Design all application documentation aligned to the organization technical standards and risk / governance frameworks
• Participate in incident management & DR activity – applying critical thinking, problem solving & technical expertise to get to the bottom of major incidents and root cause analysis
• User Support: Provide first-level techincal support for Coupa users by addressing their inquiries, issues, and requests through various communication channels (Incident Management, email, phone, or chat).
• Troubleshooting: Identify, analyze, and resolve user-reported problems related to the Coupa platform, including system errors, access issues, and functional inquiries.
• Documentation: Create and maintain detailed documentation for common issues and solutions to assist both users and other support team members.
• Training: Assist in the development and delivery of user training materials and sessions to ensure users can effectively utilize Coupa features.
• Data Analysis: Review and analyze Coupa data to identify trends, potential problems, and areas for process improvement.
• Collaboration: Work closely with Level 2 & 3 support and Coupa administrators to escalate and resolve complex issues.
• Process Improvement: Contribute to the continuous improvement of Coupa-related processes and suggest enhancements to optimize user experience.
• Compliance: Ensure that Coupa usage is in compliance with company policies and industry regulations.

Education & Experience Required

• 1-2 years + experience
• Relevant B-Degree (BComm Informatics/ Computer Science/ Engineering) preferred but not essential if minimum requirements of experience & practical application in the following is evident:
• Some experience / understanding with appropriate unit testing framework(s)
• Affinity for debugging and problem-solving.
• Acted in minor project management roles
• Basic understanding of ERP technologies & integration