About the job
About the Opportunity
Join Contentful as a Senior IT Support Analyst within our dynamic Information Services team based in San Francisco. This role transcends traditional IT support; we seek a visionary who perceives incidents as opportunities for design enhancements, sees requests as gaps in our systems, and views repetitive tasks as challenges ripe for automation.
As a hands-on builder, you will thrive in an environment where innovation is encouraged. Instead of merely reacting to issues, your goal will be to preempt them. You'll be embedded within our San Francisco office, supporting executive and business operations, where your focus will be to eliminate the need for rapid responses by creating efficient systems.
This position offers a pathway for growth into advanced systems thinking, automation, and platform development. The ideal candidate should possess a profound technical understanding of IT systems—including endpoints, identity management, SaaS integrations, and automation—combined with a product-oriented mindset toward internal tools. Your ability to discern when to address immediate fixes versus long-term solutions will be key to your success.
What to Expect?
- Provide on-site IT support as the primary technical presence in the SF office, addressing daily support requests, device troubleshooting, AV setup, and logistical coordination for executive meetings.
- Investigate recurring incidents and requests to uncover root causes and systemic weaknesses, treating every ticket as a chance to enhance our platform instead of just a task.
- Develop and update documentation, runbooks, and self-service resources empowering users to resolve common issues independently.
- Engage in enterprise IT projects such as identity management, endpoint automation, and SaaS governance, offering operational insights and testing solutions in a high-profile setting.
- Create clear and practical guides to assist employees in troubleshooting common issues without needing IT intervention.
- Foster a feedback loop by collecting user insights and collaborating with IT, AI developers, and leadership to refine our services and improve user experiences.
- Support the development of responsible usage policies, data security standards, and compliance frameworks.
- Develop awareness of recurring issues and contribute suggestions for preventative measures over time.

