Documentation & Systems Coordinator

Strategy, Analytics & Transformation

Reports To: ServiceTitan Systems Administration Manager
Department: Strategy, Analytics & Transformation
Team: Individual Contributor
Location: Remote

About NearU Services

At NearU Services, we are transforming the home services industry through people, process, technology, and continuous improvement.

As we continue to grow across multiple brands and locations, our ability to scale successfully depends on more than great people and great technology. It requires consistent processes, clear standards, reliable systems, and the ability to turn what we learn in the field into repeatable ways of working.

That is where this role comes in.

The Opportunity

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.

What You'll Own

1. SOP Collection & Documentation

You will 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.

2. SOP Repository Management

You will 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.

3. ServiceTitan & Systems Administrative Support

You will provide day-to-day coordination and administrative support to the ServiceTitan Systems Administration Manager, helping keep systems-related activities organized and moving forward.

Responsibilities may include:

• 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.

4. Phone System Coordination & Support

You will 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.

5. Cross-Functional Partnership

This role will work across the organization and serve as a reliable connection point between documentation, systems, training, and operations.

• 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.

6. Reporting, Tracking & Accountability

You will 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 Success Looks Like

The successful candidate will bring order, consistency, accountability, and visibility to an area that is critical to scaling our organization.

You will help ensure that:

What we improve gets documented.
What gets documented can be trained.
What gets trained can be consistently executed.
What changes gets updated.

Ultimately, your work helps NearU move from individual knowledge and tribal processes to repeatable, scalable operating standards.

What We're Looking For

You are highly organized, naturally curious, and someone who takes ownership of the details that keep an organization running effectively.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Why This Role Matters at NearU

NearU is growing, and growth creates complexity.

New brands, new locations, new employees, new systems, and new processes all create opportunities—but they also create the risk of inconsistent ways of working.

This role helps protect against that.

You will be part of the team helping NearU build an organization where the best ideas become standards, standards become training, and training becomes consistent execution.

If you are energized by creating structure, improving how information flows, and helping teams work more effectively, this is an opportunity to have a meaningful impact on how NearU scales.

NearU Services

Revolutionizing the Home Services Industry Through Training & Technology

People-Centric. Process-Driven. Built to Scale.