[Hiring] Hypercare Support Lead @Monks

Role Description

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.
  • 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.

Qualifications

• 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.

Benefits

• Fixed-term contract.