valerie-group - IT Support

• Accountabilities • Project & Workflow Management (Monday.com http://Monday.com) • Set up and maintain Valerie's Monday.com http://Monday.com workspace across three board structures: individual UI boards (per team member), POD and brand boards (brand level tracking), and COE dashboard (execution team tasks) • Design board templates, automations, and workflows that standardize task management across brands • Onboard team members, configure permissions, and train users on the platform • Continuously refine board structures based on team feedback and scale requirements • Manage SaaS subscriptions and access for Valerie's martech stack • Set up access, configuration, and execution for the martech stack • Track usage, renewals, and cost optimization across the stack • Evaluate and onboard new martech tools as brand requirements evolve • Manage Valerie's martech stack user access, provisioning, integrations, and cost tracking across the portfolio of tools (Polar Analytics, and others as the stack grows) • Workspace & Collaboration Tools • Administer Microsoft Teams across the organization, user management, channels, meeting rooms, recording and transcription configuration • Manage internal apps and tools used across Valerie operations (SharePoint, Outlook, OneDrive, and related Microsoft 365 services) • Maintain Valerie's internal SaaS stack, Claude, Figma, Canva, and other team tools; including shared mailbox configurations and team-level access • Support new tool rollouts and integrations as the team adopts them • Support & Operations • First line of support for all IT, tooling, and access issues across the team • Troubleshoot platform issues, escalate to vendors where required • Maintain documentation for all tools, access protocols, and internal processes • Support onboarding of new team members, provisioning accounts, access, and tool training • 5+ years of hands-on experience managing SaaS platforms in a startup or scale-up environment • Demonstrated expertise in Monday.com http://Monday.com board design, automations, integrations, and user management (candidates without Monday.com http://Monday.com experience must show comparable project management platform experience: Asana, ClickUp, Jira) • Strong working knowledge of Microsoft 365 administration,teams, Outlook, SharePoint, OneDrive • Experience managing multi-user SaaS subscriptions and access controls • Systems Thinking • Ability to design scalable workflows and board structures, not just execute instructions • Experience setting up systems from scratch in a fast-moving environment • Strong documentation habits • Support & Troubleshooting • Proven ability to triage and resolve IT issues across a distributed team • Comfortable working across multiple time zones (Valerie operates on Singapore time) • Clear written and verbal communication; able to explain technical concepts to non-technical users • Martech Familiarity • Exposure to marketing technology stacks; analytics tools, CRM platforms, ad management tools • Understanding of API-based integrations between SaaS platforms • Familiarity with tools like Polar Analytics, Triple Whale, or similar e-commerce analytics platforms is a plus • Experience in an agency, DTC brand, or multi-brand operating environment • Familiarity with e-commerce platforms (Shopify, Amazon Seller Central) • Basic scripting or automation experience (Zapier, Make, Power Automate) • Understanding of IT security basics; SSO, 2FA, access hygiene • What Success Looks Like: • Platform adoption: Monday.com http://Monday.com fully operational across all three board structures, with active team usage • System uptime: Minimal disruption to team workflows from tool or access issues • Response time: Time to resolution on IT and access tickets • Documentation coverage: All tools, processes, and access protocols clearly documented • Cost efficiency: Martech spend optimised against usage and value • Onboarding speed: Time to full tool access for new team members • Stakeholder satisfaction: Team feedback on IT support quality and platform experience • Scalability readiness: Systems built to handle brand and team growth without rework • Ownership & execution: Ability to independently identify issues, propose solutions, and implement • Company Values Alignment: Ownership, accountability, execution excellence