Coupa Software

Senior Business Systems Analyst

Coupa Software

full-time

Posted on:

Location Type: Hybrid

Location: Bogota • Colombia

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Requirements Discovery & Process Design: Lead discovery sessions with Customer Success and Professional Services stakeholders to document business requirements and 'as-is/to-be' workflows.
  • PSA & Service Cloud Optimization: Optimize project setup, resource management, time/expense tracking, and project accounting (revenue recognition) within the PSA tool.
  • Service Excellence: Enhance Service Cloud features including Case Management, Knowledge Base, Omni-Channel routing, and Service Level Agreements (SLAs).
  • Cross-Platform Alignment: Ensure seamless data flow between Service Cloud/PSA and our Zuora Billing platform for accurate usage-based billing and renewals.
  • Data Integrity & Insights: Develop and maintain executive dashboards and reports to track key performance indicators (KPIs) such as Resource Utilization, Project Margin, CSAT, and Time-to-Resolution.
  • Conduct User Acceptance Testing (UAT) and manage the end-to-end QA process for new feature releases.
  • Own the Services & Support systems backlog, balancing strategic initiatives, technical debt, and operational requests.
  • Partner with Product Owners and Developers to manage release readiness, go-live execution, and post-deployment validation.
  • Act as the 'Source of Truth' for service data, performing regular audits to ensure data hygiene.
  • AI Capabilities: Act as the functional lead for Salesforce Agentforce, designing AI agents that can autonomously handle Tier-1 support cases or project updates.

Requirements

  • Experience: 5-7 years as a Business Analyst, with at least 3 years specifically focused on the Salesforce ecosystem.
  • Domain Expertise: Deep understanding of the Professional Services lifecycle (Resource Management, Project Burn Rates) and Support operations.
  • Hands-on experience with PSA tools (e.g., FinancialForce/Certinia, Open Air …).
  • Strong configuration skills in Salesforce Service Cloud and Experience Cloud.
  • Proficiency in Jira, Confluence, and Lucidchart (or similar visualization tools).
  • Soft Skills: Exceptional ability to 'translate' between technical developers and non-technical business leaders.
  • Experience with utilizing AI tools like agentforce and other GenAI tools to Optimize ServiceCloud and PSA processes
Benefits
  • Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
  • Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
  • Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforcePSA toolsFinancialForceOpen AirService CloudExperience CloudUser Acceptance Testingdata analysisAI capabilitiesproject accounting
Soft Skills
requirements discoveryprocess designcommunicationstakeholder managementproblem-solvingtranslation between technical and non-technicalcollaborationstrategic thinkingdata hygieneauditing