Documentation and Systems Coordinator

NearU, and Affiliate Regional HVAC Branches • Charlotte, NC

6d • Remote

About The Position

The Documentation & Systems Coordinator plays an important role in helping NearU turn operational improvements into sustainable, repeatable practices. Our Transformation team develops and tests workflows, standards, and processes across the business. Once those processes are proven in the field, they need to be captured, organized, maintained, and accessible so that teams across NearU can consistently operate from the same playbook. This role makes that possible. You will own the day-to-day coordination and maintenance of our SOP and process documentation environment while providing administrative and systems support to the ServiceTitan Systems Administration Manager. You will work across Transformation, Training & Implementation, ServiceTitan Systems Administration, field operations, and corporate teams to ensure that what we build does not get lost in an email, shared drive, or conversation—it becomes a clear, accessible, and current standard that the organization can use. This is an ideal role for someone who enjoys bringing structure to complexity, keeping systems organized, following details through to completion, and working with people across an organization to make things run better.

Requirements

• Experience in an administrative, coordinator, operations, systems-support, documentation, or similar role.
• Strong organizational skills and exceptional attention to detail.
• Ability to manage multiple priorities, deadlines, and stakeholders simultaneously.
• Strong written and verbal communication skills.
• Comfortable following up directly with stakeholders to obtain information and close gaps.
• Experience working with shared drives, document repositories, Microsoft Office or Google Workspace, and other digital collaboration tools.
• Strong understanding of document organization, version control, and file-management practices.
• Ability to work independently while maintaining strong communication with cross-functional partners.
• Demonstrated ability to identify inconsistencies, missing information, and process gaps.

Nice To Haves

• Experience supporting a multi-location or multi-site organization.
• Experience in operations, process improvement, transformation, or project coordination.
• Familiarity with ServiceTitan or another enterprise business-management platform.
• Experience supporting SaaS applications, system administration, or technology vendors.
• Experience with phone systems, user administration, or basic system troubleshooting.
• Experience maintaining SOPs, knowledge bases, policies, procedures, or training documentation.
• Experience working in the home services, HVAC, plumbing, electrical, or other field-service environment.

Responsibilities

• Ensure that processes developed and tested by the Transformation team are captured and formally documented.
• Collect new and updated SOPs from Transformation team members, process owners, field leaders, and other stakeholders.
• Track documentation from initial development through approval, publication, revision, and retirement.
• Follow up with process owners when documentation is incomplete, missing, or overdue.
• Ensure approved SOPs are captured from multiple sources, including shared drives, email, project work, and direct stakeholder handoffs.
• Apply established naming, formatting, filing, and version-control standards consistently.
• Maintain visibility into outstanding documentation requirements and proactively drive them to completion.
• Help create and maintain a documentation environment where employees can quickly find the information they need.
• Maintain the central SOP repository and organizational structure.
• Ensure documents are clearly named, categorized, dated, and version controlled.
• Conduct periodic audits to identify missing, outdated, duplicate, or incorrectly filed documentation.
• Coordinate updates when processes change.
• Retire obsolete versions while preserving appropriate historical records.
• Maintain documentation integrity so the repository consistently reflects the current operating standard.
• Develop and maintain tracking tools that provide visibility into SOP completeness and currency.
• Provide day-to-day coordination and administrative support to the ServiceTitan Systems Administration Manager, helping keep systems-related activities organized and moving forward.
• Coordinating meetings, schedules, communications, and follow-up activities.
• Maintaining system-related documentation and administrative records.
• Supporting downtime, incident, and issue logs.
• Organizing SLA, vendor, and support documentation.
• Tracking platform permission and configuration requests.
• Maintaining visibility into open system requests and ensuring appropriate follow-up.
• Supporting vendor communications and documentation as needed.
• Helping maintain organized records related to ServiceTitan and other operational systems.
• Serve as an initial point of contact for routine phone-system questions and issues.
• Troubleshoot basic phone-system issues and determine appropriate next steps.
• Escalate more complex issues to the ServiceTitan Systems Administration Manager or applicable vendor.
• Coordinate phone-system user setup and changes.
• Maintain extensions, user information, and call-routing documentation as organizational needs change.
• Support new-hire, transfer, termination, and organizational changes affecting phone-system access.
• Keep phone-system documentation aligned with current configurations.
• Serve as a primary point of contact for employees submitting new or revised SOPs.
• Partner with the Transformation team to understand when processes have been tested, approved, and are ready for formal documentation.
• Work closely with the Training & Implementation team to ensure finalized SOPs are available for training development and deployment.
• Coordinate with field and corporate stakeholders to close documentation gaps.
• Help ensure changes to processes and systems are reflected consistently across related documentation.
• Build strong working relationships with stakeholders across multiple NearU brands and locations.
• Create visibility into the health of NearU's documentation environment.
• Maintain an SOP status tracker showing documentation ownership, status, version, review date, and outstanding actions.
• Monitor documentation completeness and currency.
• Track turnaround time from SOP submission to filing and publication.
• Report documentation gaps, overdue items, and risks to the ServiceTitan Systems Administration Manager.
• Maintain an established audit cadence and communicate findings.
• Develop simple reporting that allows leadership to understand whether documentation standards are being maintained.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed