IT & Business Systems Support Analyst (6 month FTC)

Requirements

• 4+ years in a similar IT support or systems coordination role
• Proven experience supporting multiple cloud-based tools in an admin or technical support capacity
• Experience using automation, workflow, or integration tools to improve operational efficiency and reduce manual processes
• Experience documenting, standardising, and improving operational processes, not just responding to support requests
• Demonstrated ownership mindset with a focus on governance, consistency, and continuous improvement
• Confident managing tickets and contributing to process improvements
• Excellent attention to detail, organisation, and follow-through
• A service-first attitude, focused on resolving issues efficiently and professionally
• Friendly, proactive, and comfortable working with colleagues across the business
• Able to work independently and as part of a fast-paced hybrid team
• Strong working knowledge of Google Workspace, Okta, and MDM solutions
• In-depth experience supporting MacOS and Windows environments
• Familiarity with service management tools (e.g. Jira, Zendesk, Freshservice)
• Understanding of automation and IPaaS platforms plus a curiosity about emerging tech (especially AI)
• Exposure to supply chain/logistics workflows

What the job involves

• We’re looking for a curious, technically-minded Support Analyst to join our growing IT & Business Systems team
• You’ll play a key role in supporting colleagues across the business, managing IT services, administering business systems, and ensuring our tools, processes, and access controls run smoothly and efficiently
• This role combines hands‑on support with systems administration, documentation, and continuous improvement, making it a great opportunity for someone who enjoys solving problems, improving how things work, and helping teams get the most from their technology
• You’ll work closely with colleagues across Yoto and our external IT partners to deliver a reliable, scalable, and user‑focused support experience
• We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio – and we would like you to help us achieve it!
• Forming part of the global Yoto Operations team, the Systems Operations Team is responsible for ensuring the smooth flow of information between our software tools as well as streamlining and optimising all systems usage across the business
• Working closely with all teams in the wider business, the Systems Operations team ensures systems meet the business’s requirements as we scale so we are able to grow sustainably
• The Systems Operations team is key in driving operational excellence – focussing on automating manual processes allowing Yoto to expand without continuous hiring, and the seamless integration between all of Yoto’s key platforms
• First‑line IT support – triage, resolve, and escalate tickets while maintaining queue hygiene and clear ownership
• Process improvement – continuously refine IT support processes for consistency, scalability, and resilience
• Access & permissions management – manage Okta groups, application installs, and access requests in line with security and approval standards
• Platform support – provide first‑line support across Google Workspace, Okta, MDM tools, and Shopify in partnership with the external IT provider
• Licence & access governance – run monthly licence checks with Finance and conduct regular access reviews across systems
• Platform onboarding – assist with new platform rollouts including SSO setup and basic access configuration
• People processes – support onboarding/offboarding workflows, maintain email groups, and ensure accuracy through periodic reviews
• Stakeholder collaboration – work with business teams and the external IT provider to support shared processes and tooling
• Documentation ownership – maintain and improve SOPs, knowledge‑base articles, run‑books, and support content in Notion
• Reporting & continuity – circulate updates to stakeholders and maintain accurate handover documentation to support business continuity

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