About Your Reformer

Your Reformer is a fast-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 escalate 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 changes
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:

Essential

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

If this sounds like the right opportunity for you, we’d love to hear from you! Please apply via the link below or send your CV and a short cover letter to our careers inbox at *******@yourreformer.com.au. We can’t wait to learn more about you!