Description:
The Folio Society is looking for a Systems Support Analyst to support the delivery of effective systems and process support across the Folio Society business. You will assist in responding to user requests and operational needs across key platforms including (but not limited to) NetSuite, Magento, Ometria, Microsoft 365, and Apple iOS.
Working for the Systems Support Manager, you'll help ensure that business systems are maintained, users are supported, problems are resolved efficiently, and documentation and testing processes are kept up to date.
About The Folio Society
Folio is an employee-owned, independent publisher that has thrilled and delighted a band of dedicated readers since 1947. Today, from our workspace in the heart of London’s vibrant Shad Thames, we continue that tradition by crafting exquisite, illustrated editions for book lovers of all ages.
We publish books that have changed the world, books that entertain us, books that blow our minds … books that have stitched themselves into who we are. Which is why every Folio book is a labour of love, expertise and, frankly, obsession.
Our team of editors, designers and artisans will do whatever it takes to give each title everything it deserves, from outstanding intellectual firepower to extraordinary craftsmanship. Available exclusively from Folio through our website, for book lovers around the world, every book we make is a miniature work of art and we take pride in every single one.
What You’ll Do
Systems Administration & Support
- Assist with day-to-day systems administration tasks, liaising with third-party support partners when required.
- Support the completion of daily, weekly, monthly, and annual system checks and processes.
- Help manage user logins, access permissions, and role-based controls across systems.
- Monitor systems performance and escalate issues appropriately under guidance.
User Support & Training
- Provide support to NetSuite, Magento, Ometria, Microsoft 365, and Apple iOS users escalating to the appropriate 3rd party when required.
- Assist with troubleshooting, user queries, and problem resolution, escalating incidents where necessary.
- Support the delivery of user training and ensure staff have access to appropriate guidance materials.
Data Quality & Business Collaboration
- Work with departments across the business to help maintain the quality and integrity of data within Folio systems.
- Assist in identifying data issues and supporting corrective actions.
- Provide on-site systems support and assistance as needed.
Incident & Problem Management Support
- Assist in logging, tracking, and managing system incidents through to resolution.
- Support post-incident follow-up tasks to reduce recurrence of outages or disruptions.
- Help identify opportunities for proactive system checks and preventative measures.
Documentation & Reporting
- Support the maintenance of user documentation and system process guides.
- Assist with monitoring and measuring system service performance.
- Help ensure documentation remains accurate and up to date as systems evolve.
Testing & Projects
- Assist with tasks required for end-to-end application testing and user acceptance testing.
- Support the coordination of testing schedules and bug resolution activities.
- Participate in IT systems projects by providing administrative, configuration, and testing support as required.
Continuous Improvement
- Work with the Systems Support Manager to identify areas for service improvement.
- Assist in recommending and supporting automation of repeatable processes wherever possible.
What You'll Bring
- Experience in a hands-on technical or systems support environment.
- An understanding of data processing and business software applications.
- Experience supporting users and resolving technical issues.
- A familiarity with ERP and eCommerce systems (ideally NetSuite or similar).
- A strong troubleshooting and problem-solving skills.
- Experience working with external IT support partners.
- The ability to prioritise tasks and meet deadlines.
- Experience supporting systems change projects or producing basic requirements/specifications.
- Experience working in omnichannel, retail, or publishing environments.
- An organised and detail-oriented mindset
- A helpful and service-focused attitude
- A confidence in communication with colleagues at all levels
- A proactivity and eagerness to learn systems and processes
- A collaborative approach across departments