The EDI / Operations Support Specialist is responsible for keeping core transaction systems running and assisting the people who depend on them every day. This self-directed role is the front line for UMPH’s ERP environment, supporting mission-critical data flows across order management, fulfillment, distribution, and customer service. The incumbent traces data problems across multiple systems, provides explanations to non-technical users, and resolves and/or escalates issues. The incumbent is a creative troubleshooter who thrives in a support-driven environment and can work independently in a remote setting.
ORGANIZATIONAL CONTEXTReports to the Executive Director, Digital Commerce Systems, as do:
- Business Systems Analyst
- Business Systems Manager
- Database Administrator
- IT Operations Manager
- Technical Services Director
Reporting Directly to This Job
- N/A
- ERP Operations & User Support: Serves as the primary day-to-day support contact for users of the organization’s ERP system (Ability CCS), responding to support requests from purchasing, fulfillment, customer service, and warehouse operations. Investigates and resolves data discrepancies across the transaction lifecycle—order entry, inventory, shipping, returns, and customer credits. Provides clear, patient support to non-technical staff, translating system behavior into language that helps users understand what happened and what to do next. Identifies recurring issues, documents root causes, and recommends process or configuration changes to prevent repeat failures. Maintains and updates documentation for ERP workflows, support procedures, and known-issue resolutions.
- EDI Operations: Oversees daily ACOM EDI operations, ensuring accurate and timely processing of EDI transactions (810, 850, 856, 940, 945, 997, etc.). Troubleshoots EDI transmission errors and integration failures affecting order flow, ASN accuracy, and inventory updates. Collaborates with trading partners, carriers, and internal teams to maintain compliance with routing guides and EDI specifications. Manages onboarding and maintenance of trading partner connections, including mapping updates, testing, and certification.
- Cross-Functional Coordination: Works closely with the Contact Center Manager as the primary operations liaison, ensuring support issues that affect customer-facing operations are identified and resolved promptly. Coordinates with IT staff on system changes, upgrades, and integration issues that affect ERP and EDI operations. Assists with ERP enhancements, regression testing, and system upgrades as directed by the IT Operations Manager.
These essential job functions are not intended to cover all work details or the occasional performance of other tasks as assigned by the supervisor. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
JOB REQUIREMENTSEducation, Experience, & CertificationsREQUIRED- A Bachelor’s degree in Information Technology or related field
- At least two (2) to five (5) years of hands-on experience with ACOM EDI or similar EDI platforms
- Experience supporting ERP systems in a distribution, fulfillment, or publishing environment
- Experience with Ability CCS or similar order management / fulfillment ERP systems
- Experience with 3PL integrations, warehouse management systems (WMS), or transportation management systems (TMS)
- SQL experience for data validation and troubleshooting
- Background in publishing, religious publishing, or specialty retail distribution
Knowledge, Skills, & AbilitiesREQUIRED
- Strong understanding of retail and logistics EDI transaction sets, vendor compliance requirements, and routing guide standards
- Demonstrated ability to troubleshoot complex data problems by tracing transactions across integrated systems
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users
- Self-directed work style with the ability to manage priorities, follow up on open issues, and work independently in a remote environment
- Comfortable managing a mixed workload of reactive support tickets and proactive system monitoring
- Familiarity with API-based integrations or middleware tools
Work Environment
This is a full-time remote position. The incumbent participates in regular team check-ins and may have periodic one-on-one meetings with the IT Operations Manager. Day-to-day work is largely self-directed and driven by user support needs and system events. As systems stabilize, there will be opportunities to take on additional operational and process improvement responsibilities.
AI-Enabled Workplace
The United Methodist Publishing House is committed to maximizing the impact of artificial intelligence by adopting and integrating AI tools across our work. These technologies are vital to enhancing productivity, fostering creativity, and strengthening decision-making. All staff members are expected to engage thoughtfully and responsibly with AI as part of their professional responsibilities. Core expectations include:
- Responsible AI Integration – Leverage AI tools strategically to streamline workflows, generate actionable insights, and deliver exceptional outcomes that advance our mission.
- Critical Evaluation & Oversight – Apply professional judgment and critical thinking when reviewing, refining, and validating all AI-generated content and recommendations to ensure accuracy and alignment with our standards.
- Continuous Learning & Innovation – Maintain curiosity and adaptability toward emerging AI technologies, actively contributing to innovative practices within your area of expertise while supporting organizational growth.
- Ethical & Secure Practice – Uphold UMPH’s commitment to ethical, transparent, and secure AI usage, ensuring all applications align with our mission, values, and community standards.
Equal Employment Opportunity
UMPH is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
- Bachelor's degree in Information Technology or related field
- 2 to 5 years of hands-on experience with ACOM EDI
- Experience supporting ERP systems in a distribution environment
- Experience with Ability CCS or similar ERP systems
- Experience with SQL for data validation
What We Do
The United Methodist Publishing House is the official publisher and distributor for The United Methodist Church, developing and producing denominational church school curriculum materials, books, software, and multimedia resources.
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