Job Description

We are seeking a detail-oriented and organized ERP Coordinator & Document Controller to manage day-to-day operations across our ERP ecosystem and project initiatives. In this role, you will act as the operational bridge for both ERP support and project execution—setting up and tracking project lifecycles in Jira, monitoring SLA compliance, creating performance reports, and maintaining strict version control over all technical and functional documentation.

Key Responsibilities

1. ERP Operations & Project Coordination

• Support day-to-day functional and administrative activities within the ERP system.
• Create, set up, and maintain ERP project boards and timelines in Jira; log, classify, assign, and track project tasks, milestones, deliverables, and change requests in close coordination with the Project Manager (PM) and task owners.
• Act as a primary liaison between business end-users, internal functional leads, and external technical consultants/vendors.
• Assist the ERP Project Manager in monitoring project dependencies, driving task accountability, and coordinating module rollouts.
• Coordinate functional testing sessions, user access requests, and routine system checks.

2. Support & Incident Management

• Log, classify, assign, and track user-reported issues and change requests in the ticketing system (e.g., Jira, ServiceNow, Freshdesk).
• Routinely monitor ticket lifecycles to ensure support requests and system bugs are resolved within agreed-upon Service Level Agreements (SLAs)
• Escalate unresolved tickets or bottlenecked requests to functional consultants or vendor leads in a timely manner.

3. Reporting & Analytics

• Prepare and present weekly and monthly ERP performance and project reports, detailing:
  • Open vs. closed tickets, response times, and SLA compliance metrics.
  • Project task completion status, milestone burn-downs, and pending change requests across active Jira projects.
  • System uptime, recurring user issues, and key operational trends.
• Analyze ticket and issue trends to identify common end-user pain points and propose areas for process improvement or training.

4. Document Control & Knowledge Management

• Serve as the central Document Controller for the ERP team, ensuring standard naming conventions, proper storage, and strict version control.
• Create, update, and maintain comprehensive system and project documentation, including:
  • Standard Operating Procedures (SOPs), process flowcharts, and user manuals.
  • Functional Requirement Specifications (FRS), Business Requirement Documents (BRD), and sign-off sheets.
  • Period-end closing checklists, cutover plans, and change log records.
• Maintain a well-organized central repository (e.g., SharePoint, Confluence) accessible to all relevant stakeholders.

Key Qualifications & Skills

• Experience: 2–5 years of experience in an IT project coordination, ERP support, or technical document control role.
• Jira & Tool Expertise: Hands-on experience creating, configuring, and managing project spaces, task workflows, and boards in Jira
• Technical Aptitude: Familiarity with ERP ecosystems (e.g., SAP, Unit4, Oracle, Microsoft Dynamics) and ticketing/project management platforms.
• SLA & Reporting Skills: Strong proficiency in Excel (pivot tables, dashboards) and ticketing systems to track project deliverables and support SLAs.
• Documentation Skills: Proven ability to draft clear, concise process manuals, project technical documentation, and structured SOPs.
• Communication: Excellent verbal and written communication skills to effectively coordinate across functional units and vendor teams.
• Organization: Strong organizational and multi-tasking skills with high attention to detail.

Preferred Qualifications

• Bachelor’s Degree in Information Technology, Business Administration, or a related field.
• Experience with documentation tools like Microsoft SharePoint, MS Office Suite, Confluence, or similar document management platforms.
• Familiarity with project delivery methodologies (Agile/Waterfall) and ITIL framework concepts (Incident, Problem, and Change Management).

GEDU Global Education values individual learning growth, success, and development. We would like to create this continuous culture of learning, implementing the learn and growth, to be prepared for our company’s super growth and global demands.

Join us on this exciting journey!