Job Description

Project Coordinator

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Location: Ghāziābād, Uttar Pradesh, India

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Industry: Education

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Work Setting: Hybrid

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Are you an organized project coordinator with experience supporting ERP environments, managing Jira projects, tracking SLAs, and maintaining high-quality documentation?

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We are seeking a Project Coordinator & Document Controller to support Finance ERP operations and project delivery by ensuring effective coordination of project activities, issue management, reporting, and documentation governance. This role serves as the operational bridge between business users, project managers, functional teams, and technology vendors while maintaining robust control over project execution, support processes, and knowledge management.

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The ideal candidate combines expertise in ERP support, Jira administration, project coordination, SLA management, reporting, document control, and stakeholder communication with exceptional organizational skills and attention to detail.

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Key Responsibilities

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ERP Operations & Project Coordination

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- Support daily operational and administrative activities across the Finance ERP ecosystem.
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- Assist with ERP implementation, enhancement, and support projects.
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- Coordinate project activities, timelines, and deliverables.
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- Ensure project tasks progress according to established schedules.
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- Support ERP module deployments and business process initiatives.
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Jira Administration & Project Tracking

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- Create and maintain project boards, workflows, and dashboards in Jira.
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- Configure project structures, task hierarchies, and tracking mechanisms.
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- Log, classify, assign, and monitor:
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- Tasks
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- User Stories
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- Change Requests
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- Defects
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- Project Deliverables
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- Milestones
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- Track project status and communicate progress to stakeholders.
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- Support project governance and accountability processes.
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Stakeholder Coordination

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- Act as a liaison between:
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- Business Users
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- Finance Teams
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- Functional Leads
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- ERP Consultants
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- Technical Vendors
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- Project Managers
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- Facilitate communication across teams.
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- Coordinate requests, escalations, and project dependencies.
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- Ensure alignment between business objectives and delivery activities.
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Project Administration

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- Support project planning and execution activities.
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- Monitor dependencies, risks, and action items.
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- Coordinate meetings, follow-ups, and progress reviews.
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- Assist with rollout planning and implementation activities.
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- Maintain project schedules and status updates.
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Support & Incident Management

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Ticket Management

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- Manage support requests through systems such as:
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- Jira
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- ServiceNow
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- Freshdesk
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- Similar Ticketing Platforms
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- Log, categorize, prioritize, assign, and track incidents.
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- Ensure issues are processed according to defined procedures.
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- Monitor ticket progress through resolution.
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SLA Monitoring & Compliance

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- Track compliance with Service Level Agreements (SLAs).
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- Monitor:
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- Response Times
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- Resolution Times
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- Escalation Timelines
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- Backlog Trends
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- Identify tickets at risk of SLA breaches.
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- Escalate unresolved issues appropriately.
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- Help improve support performance and customer satisfaction.
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Issue Escalation & Resolution Support

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- Coordinate issue resolution efforts.
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- Escalate bottlenecks to consultants, vendors, and support teams.
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- Track actions until closure.
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- Maintain visibility of critical issues.
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- Support continuous service improvement initiatives.
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Reporting & Analytics

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Operational Reporting

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Prepare weekly and monthly reports including:

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Support Metrics

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- Open vs. Closed Tickets
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- SLA Compliance Rates
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- Response Time Analysis
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- Resolution Performance
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- Escalation Tracking
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Project Metrics

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- Task Completion Status
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- Milestone Progress
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- Burn-Down Tracking
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- Project Health Indicators
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- Change Request Status
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System Metrics

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- System Availability
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- User Support Trends
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- Recurring Issues
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- Operational Performance Indicators
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Data Analysis & Insights

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- Analyze ticket volumes and support trends.
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- Identify recurring user challenges.
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- Recommend:
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- Process Improvements
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- Training Opportunities
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- System Enhancements
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- Support data-driven operational decisions.
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- Improve ERP support effectiveness.
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Document Control & Knowledge Management

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Document Governance

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Serve as the primary Document Controller for ERP programs and operational activities.

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Responsibilities

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- Maintain strict version control.
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- Enforce document naming standards.
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- Manage document repositories.
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- Ensure document accuracy and accessibility.
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- Support audit readiness and compliance requirements.
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Documentation Development

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Create and maintain:

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Operational Documentation

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- Standard Operating Procedures (SOPs)
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- User Manuals
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- Process Guides
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- Functional Documentation
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Project Documentation

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- Business Requirement Documents (BRDs)
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- Functional Requirement Specifications (FRSs)
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- Sign-Off Documents
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- Change Logs
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- Cutover Plans
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- Period-End Close Procedures
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Process Documentation

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- Workflow Diagrams
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- Process Maps
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- Training Materials
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- Knowledge Articles
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Repository Administration

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Maintain centralized repositories utilizing tools such as:

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- SharePoint
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- Confluence
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- Microsoft Office 365
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- Document Management Systems
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Ensure stakeholders have access to current and approved documentation.

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ERP & Systems Support

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ERP Ecosystem Support

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Support operational processes across ERP platforms such as:

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- SAP
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- Oracle ERP
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- Microsoft Dynamics
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- Unit4
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- Similar Enterprise ERP Platforms
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Assist with:

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- User Access Coordination
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- Testing Activities
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- Functional Support
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- Documentation Updates
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- Process Governance
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Testing Coordination

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- Organize and support functional testing sessions.
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- Coordinate user testing activities.
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- Track test results and defects.
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- Ensure testing documentation is complete.
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- Support deployment readiness activities.
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Qualifications

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Education

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Preferred

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Bachelor's Degree in:

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- Information Technology
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- Business Administration
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- Information Systems
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- Project Management
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- Related Discipline
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Experience

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Required

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- 2-5 years of experience in:
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- Project Coordination
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- ERP Support
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- Technical Documentation
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- IT Operations
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- PMO Support
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- Experience coordinating cross-functional initiatives.
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- Experience supporting enterprise applications and ERP environments.
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Technical Skills

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Project & Work Management

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Required

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- Jira Administration
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- Project Boards
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- Workflow Configuration
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- Task Tracking
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- Project Reporting
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Preferred

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- Agile Methodologies
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- Waterfall Project Delivery
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Ticketing & Service Management

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Required

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- Ticket Lifecycle Management
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- SLA Monitoring
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- Incident Tracking
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- Escalation Management
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Platforms

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- Jira
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- ServiceNow
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- Freshdesk
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ERP Knowledge

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Experience supporting:

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- SAP
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- Oracle
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- Unit4
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- Microsoft Dynamics
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- Enterprise Finance Systems
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Reporting & Analytics

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Required

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- Advanced Microsoft Excel
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- Pivot Tables
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- Dashboards
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- KPI Reporting
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- Operational Metrics Analysis
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Documentation & Knowledge Management

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Required

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- SOP Writing
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- Process Documentation
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- Version Control
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- Technical Documentation
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Tools

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- SharePoint
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- Confluence
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- Microsoft Office Suite
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Preferred Knowledge

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Governance & Best Practices

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- ITIL Framework
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- Incident Management
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- Problem Management
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- Change Management
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- Service Delivery Processes
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Project Methodologies

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- Agile
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- Scrum
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- Waterfall
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Professional Competencies

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- Organization & Planning
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- Attention to Detail
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- Documentation Excellence
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- Stakeholder Management
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- Communication Skills
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- Problem Solving
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- Prioritization
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- Multi-Tasking
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- Coordination
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- Accountability
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Core Competencies

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- Project Coordination
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- ERP Support
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- Jira
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- SLA Management
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- Incident Management
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- Service Delivery
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- Technical Documentation
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- Document Control
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- SharePoint
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- Confluence
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- Business Requirements
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- SOP Development
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- Change Management
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- Reporting & Analytics
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- Excel
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- Finance ERP Operations
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- PMO Support
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- Knowledge Management
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📌 Project Coordinator (Ghaziabad)
🏢 SoTalent
📍 Ghaziabad