IT Operations Specialist

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in an ever-changing, scale-up where things are messy, and resources are limited isn't for everyone. If you thrive in a stable environment with big budgets, clear processes and structures then, if being honest, we’re probably not for you. However, if you love bringing order to chaos, inventively solving problems, and prioritizing your own path within ambiguity, then you're likely to love it here.

As an IT Operations Specialist, you will be primarily responsible for independently managing daily IT operations, resolving complex issues, and beginning to optimise existing processes. You will serve as the first escalation point for Associate-level team members and be key in maintaining system configurations and documentation.

System Management & User Support (CX)

• Independent Operations Management: Independently manage daily IT operations, focusing on system administration tasks and executing documented processes, while identifying initial optimization opportunities.
• Escalation & Resolution: Act as the first escalation point for Associate-level team members, resolving complex technical problems.
• Core System Configuration: Independently configure and manage user access, groups, and basic policy settings in core identity and communication systems (e.g., Okta, GWS).
• Troubleshooting: Monitor and analyze ticket trends to identify and prevent recurring technical issues.
• MDM Profile Deployment: Build, test, and deploy new profiles and applications via Mobile Device Management (MDM) solutions, and resolve policy conflicts.

Process Optimisation & Lifecycle Management

• Lifecycle Process Ownership: Independently manage the end-to-end employee and asset lifecycle process, including procurement, inventory tracking, and logistics coordination.
• Task Automation: Actively participate in IT initiatives by developing simple automations (Make/n8n) to streamline personal workflows and support tasks.
• SaaS Usage Monitoring: Actively monitor and report on SaaS license consumption to identify waste and cost-saving opportunities.

Knowledge & Collaboration

• Documentation Creation: Proactively create and maintain high-quality user-facing documentation (Knowledge Base - KB).
• Stakeholder Communication: Clearly communicate complex technical issues and project status updates to non-technical and technical stakeholders.
• Project Participation: Actively contribute to IT initiatives and technical projects.

Requirements

We are looking for technical experience in the following areas:

• IAM Administration: Proficiency in managing access policies, user groups, and workflows within Identity and Access Management platforms (Okta, GWS), including simple SSO configuration support.
• MDM Solutions: Practical experience with Mobile Device Management solutions (Workspace ONE, JAMF, Intune, Kandji, or JumpCloud), specifically building and deploying profiles.
• Automation Tools: Competency in using platforms like Make/n8n to construct simple automations for support task efficiency. Willingness to learn system administration and digital workplace topics.
• Data Analysis: Ability to generate and analyze reports from support and system data (e.g., JSM, W1) to measure key metrics (SLA, cost).
• Digital Workplace Systems: Experience working with Google Workspace, Atlassian (JIRA, Confluence, JSM), Slack, Okta, Miro, Office365, and TeamViewer.
• IT Troubleshooting Foundation: Good knowledge of IT fundamentals (hardware, software, computer networks) essential for diagnosing and resolving issues.
• Operating Systems: Basic understanding of common operating systems (Windows, Mac, Linux).
• Certifications: ITIL knowledge is required.

The following soft skills are also important:

• Employee-Centric Mindset (Customer Service): Prioritizes internal customer experience (CX). Demonstrates patience and empathy when providing support.
• Ownership and Accountability: Takes ownership of entire processes. You own assigned tasks until fully resolved or delivered.
• Problem Solving: Ability to solve complex, ambiguous problems that may lack a clear, documented solution (Root Cause Analysis - RCA).
• Communication: Clear and empathetic communication with users. Ability to communicate technical issues to stakeholders.
• Curiosity and Continuous Improvement: Maintains a