GAIN - Central Operation - Systems Support Specialist

Job Description: Systems Support Specialist
 
Role title: Systems Support Specialist  
Department: Central Operations 
Location: Mumbai (Andheri)

 
Role purpose 
 
We’re hiring a Systems Support Specialist to provide day-to-day administrative and operational support for two of our central systems, our agency management system (Productive) and our contract management system (Juro). This role is focused on keeping the systems accurate, well-managed, and easy for teams to use—through excellent execution, strong attention to detail, and “systems thinking”. 
 
You’ll be trusted to work independently: attempting solutions first, using documentation and testing to validate outcomes, and escalating with clear context when you need confirmation or can’t find the right answer. 
 
Key responsibilities 
 
System support & administration 

• Provide day-to-day admin support (user setup, permissions, basic configuration, troubleshooting). 

• Maintain data hygiene by spotting and flagging issues (incomplete/inconsistent fields, duplicates, incorrect values) and supporting clean-up activities. 

• Keep changes structured and safe by considering dependencies and downstream impacts before updating the system. 

• Creation of reports and views of data within the systems. 

• Creation of templates, including the use of conditional formatting. 

• Identify areas for automation. 

• Maintain clear notes/documentation for recurring requests and improvements. 

Other operational support 

• Assist in process mapping and developing documentation and training materials. 

• Identification of opportunities for continuous improvement. 

• Assistance with other operational software systems as backup and holiday cover (e.g. Spendesk, HubSpot, Beanworks) 

• Learn the organisation structure quickly (teams, responsibilities, stakeholders) to route requests and resolve issues efficiently. 

Skills & experience 

Essential 

• Hands-on experience administering software systems 

• Strong “systems thinking”: structured problem-solving, awareness of dependencies, and careful change execution. 

• Experience with automation/workflow platforms such as Zapier or Microsoft Flow 

• Analytical and detail-oriented, especially when working with data and segmentation. 

• Strong spreadsheet skills (Excel/Google Sheets) for cleaning and validating data. 

• Clear written communication and comfort working with multiple internal stakeholders. 

• Self-sufficient and disciplined: able to manage a queue of requests with minimal oversight. 
   

Desirable 

• Experience with automation or workflows utilising web hooks or API calls 

• Experience supporting a multi-team/multi-business-unit organisation. 

• Familiarity with basic software governance concepts (data standards, access control, documentation). 
   

Personal attributes 

• Fast learner with strong initiative. 

• Calm, methodical, and reliable under pressure. 

• Comfortable asking questions to confirm understanding—especially where changes could have wider impact.