Your Reformer is a quick-growing global brand in the reformer Pilates space, selling machines, accessories, software products, and education to customers around the world. With a strong digital-first presence and a passionate customer base, we operate across ecommerce, ERP, and CRM platforms to deliver a seamless experience at scale.

As we continue to grow, operational excellence is everything. This role sits at the intersection of our systems, data, and people - keeping things running cleanly so every team can perform at their best.

About The Role

The Business Support Analyst is a critical operational role responsible for maintaining the health and performance of our core business systems. You will be the go-to person for system error triage, reporting, process documentation, and new team member onboarding - working across Shopify, NetSuite, and HubSpot on a daily basis.

This is a generalist systems role suited to someone who is equally comfortable investigating a NetSuite sync error, building a reporting dashboard, and walking a new hire through platform access. You will work closely with both the tech team and the operations team, sitting at the centre of how the business runs.

This role is a full time hyrbid role, with a mix of days from home and in our Mornington HQ for collaboration with team.

Key Responsibilities

System Error Management & Issue Resolution

- Monitor, triage, and resolve system errors across Shopify, NetSuite, and HubSpot and other business systems
- Investigate root causes and implement or escalated fixes as appropriate
- Maintain an error log and resolution tracker to identify patterns and prevent recurrence
- Liaise with platform vendors and internal dev/tech team for complex issues

Reporting & Data Integrity

- Build, maintain, and distribute operational and business performance reports
- Ensure data consistency across systems — flag and resolve discrepancies between platforms




- Support commercial and ops teams with ad hoc reporting requests
- Contribute to the development of dashboards and self-serve reporting tools

System Updates & Process Changes

- Coordinate and document system configuration updates and platform updates
- Create and maintain SOPs, process maps, and change logs
- Support the rollout of new features, integrations, or workflows across the business
- Identify process inefficiencies and recommend improvements

New Team Member Setup & Onboarding

- Manage platform access provisioning for all new starters across Shopify, NetSuite, HubSpot, and other tools
- Prepare onboarding documentation and system training guides
- Ensure offboarding access removal is completed accurately and promptly
- Continuously improve the onboarding experience as the team scales

Cross-Functional Support

- Act as a connector between the tech team and operations team on system-related matters
- Support project delivery for operational improvement initiatives
- Provide day-to-day system guidance to team members across the business

What We're Looking For

- 3–4 years experience in a business analyst, systems support, or operations analyst role
- Hands‑on experience with at least one of: Shopify, NetSuite, or HubSpot
- Strong analytical and problem‑solving skills - comfortable diagnosing system issues
- High attention to detail and data accuracy
- Clear communicator who can translate technical issues for non‑technical stakeholders
- Self‑directed and organised - able to manage multiple priorities across a 5‑day week
- Comfortable working both independently and cross‑functionally

Highly Regarded

- Experience across more than one of: Shopify, NetSuite, HubSpot
- Background in ecommerce, retail, or SaaS businesses
- Experience building reports or dashboards (e.g. Looker, Power BI, native platform reporting)
- Familiarity with access management and onboarding workflows
- Exposure to process documentation and SOP creation

#J-18808-Ljbffr

📌 Business Support Analyst (Mornington)
🏢 Your Reformer
📍 Mornington