Senior SaaS Administrator
Terms of Reference
Job Purpose
The eProc SaaS Administrator is responsible for the overall support and maintenance of SaaS Procurement applications, including but not limited to solution design, configuration, integration, vendor collaboration, testing, production support, and maintenance management. This role will also collaborate with a diverse group of stakeholders across ITD as well as our business stakeholders. In addition, this role will serve as mentor and technical subject matter expert for the SaaS applications.
Expected Outcomes
The eProc SaaS Administrator is expected to deliver, but not limited to, the following outcomes during the engagement:
Responsibilities:
- Maintaining and enhancing data integrity through design, maintenance and security in a variety of SaaS applications
- Assisting with enhancements and maintenance of automated processes and applications
- Identify functionality gaps between requirements and system features and recommend best practice solutions
- Understand integration points and provide assistance to the integration team
- Transitioning legacy processes and functionality using newer tools for purposes of streamlining overhead and embedding efficiency
- Troubleshooting technical issues and devising immediate and long-term solutions
- Developing and implementing functional tests for security configurations and automated processes
- Provide support as an escalation path for internal technology teams
- Mentoring other ITD resources and business users and preparation of reference guides
- Ensuring consistency in implementation of best practices, standardization
- Work with Coupa Support team through Coupa Success Portal in resolving product issues
- Use Coupa Community for raising enhancement requests as needed
- Elicit requirements using interviews, document analysis, requirements workshops, storyboards, surveys, site visits, business process descriptions, use cases, scenarios, event lists, business analysis, competitive product analysis, task and workflow analysis, and/or viewpoints
- Decompose high-level business and user requirements into functional requirements and quality, specified in an appropriate level of detail suitable for use by those must base their work on the requirements
- Lead requirements analysis and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable, and that they conform to standards
- Participate in requirements prioritization
- Participate in peer reviews and inspections of requirements documents. Participate in peer reviews of work products derived from requirements specifications to ensure that the requirements were interpreted correctly
- Test instance/ test environment preparation
- Test data preparation, setting up of user roles and responsibilities
- Understanding and documenting the test requirements
- Monitor the quality gates (entry and exit criteria, quality of the deliverables)
- Develop and maintain test scripts, execute test scripts, manage tracking/reporting systems
- Record/report status of problem/issue/bug in issue tracing database
- Drive the testing process through development and execution of test scenarios
- Document diagnostic steps for troubleshooting reported problem/issue/bug resolution
- Follow-up with users to ensure that their needs have been met
- Quality and test advocacy and resolution of issues that impede the test effort. This includes:
- Assessing the progress and effectiveness of the test effort
- Advocating the appropriate level of quality by the resolution of important defects
- Conducting the necessary tests and logging the outcomes of that testing covering:
- Identifying the most appropriate implementation approach for a given test
- Implementing individual tests
- Setting up and executing the tests
- Logging outcomes and verifying test execution
- Analyzing and recovering from execution errors
Core Competencies
Technical Knowledge and Skills
- Configuration/personalization experience and technical architecture knowledge on these Coupa products: (i) Procurement (ii) Sourcing (iii) Invoice and; (iv) Supplier Information Management
- Knowledge in integration approaches and tools among these Coupa products: (i) Procurement (ii) Sourcing (iii) Invoice and; (iv) Supplier Information Management
- Familiarity with Coupa Success Portal and Coupa Community processes
- Familiarity with integrating the Coupa applications with Oracle ERP
Client Orientation
- Works to meet needs of clients according to policy
- Communicates often with clients and seeks to understand and anticipate their needs
- Adapts own style to suit client preferences
Achieving Results
- Find ways to reduce time and cost of completing work
- Monitors work progress and makes improvements
- Works with others to overcome problems and find alternative ways to complete work when necessary
Working Together
- Provides practical support and encouragement for team members
- Encourages team members to work together and benefit from diversity in different views, culture, nationality, and gender
- Helps in setting priorities for the team and ensures they are followed through
Relevant Experience and Other Requirements
- Minimum 5 years experience as a SaaS Administrator with full-lifecycle implementations on any of these Coupa products: (i) Procurement (ii) Sourcing (iii) Invoice and; (iv) Supplier Information Management
- Knowledge and experience on Oracle ERP Integrations
- Knowledge on tools for issue tracking such as JIRA
- Knowledge and experience in using Coupa Success Portal
- Knowledge and experience in using Coupa Community
- Familiarity with the applicability of Hybrid Integration Platform when integrating SaaS applications and Oracle EBS
- Knowledge and experience on SFTP integration
- Proficient with Microsoft Office Suite
- Prior technical support experience
- Excellent verbal and written communication skills to technical and non-technical audiences
- Excellent analytical, problem-solving, decision-making, time management, and organizational skills
- Proven ability to interact well with all levels of the enterprise
- Well-developed knowledge and understanding of relevant business administration, operational policies relevant work program and concepts, procedures and practices
