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Hypercare Support Lead

Monks Technology Services, part of Media.Monks and S4 Capital, is a general 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.
Govern

📌 SPP Consultant (Bogotá)
🏢 Monks
📍 Bogotá