IT Platforms Coordinator

The IT Platforms Coordinator will provide dedicated support for the Society’s internal IT systems, operational platforms, user access processes, and platform-related support needs.

This role will act as a first point of contact for internal IT and platform queries, supporting staff with day-to-day troubleshooting, onboarding and offboarding processes, access management, system documentation, and platform administration. The role will also support wider systems improvement work, including platform optimization, workflow improvements, Monday.com development, automations, and future CRM or integration planning.

Key Responsibilities/Essential Functions

This role has three (3) core areas of ownership, the responsibilities involved include, but are not limited to:

IT Support and Access Management

• Act as a first point of contact for internal IT and platform-related queries.
• Provide first-line troubleshooting and support for staff using core organizational systems and platforms.
• Monitor IT or platform support channels/mailbox, ensuring queries are acknowledged, triaged, and progressed appropriately.
• Triage support requests and escalate complex issues to the appropriate internal or external support route.
• Coordinate IT and platform access for new starters, leavers, contractors, volunteers, and role changes.
• Create, update, and close user accounts across agreed organizational systems.
• Maintain onboarding and offboarding checklists, access records, permissions information, and license records.
• Support regular access reviews, account audits, and permission checks.
• Provide clear, user-friendly guidance to staff with varying levels of technical confidence.

Platform Administration and Systems Improvement

• Support the effective administration, maintenance, and optimization of the Society’s internal platforms.
• Maintain platform records, admin processes, system documentation, supplier information, and renewal details.
• Support consistent and effective use of platforms such as Microsoft 365, Slack, Zoom, Teams, Monday.com and other organizational systems.
• Support the continued development and improvement of Monday.com workflows, permissions, automations, templates, testing, rollout, and user adoption.
• Work with teams to identify process inefficiencies and support improvements that reduce duplication and manual administration.
• Support the coordination, testing, and documentation of platform integrations and automations, including use of tools such as Make.com where appropriate.
• Assist with discovery, process mapping, and documentation for future CRM and systems integration projects.

Documentation, Training and Compliance Support

• Create and maintain SOPs, user guides, process notes, and self-serve support materials.
• Maintain a clear internal knowledge base for common IT and platform processes.
• Deliver or support staff training, onboarding sessions, and refresher guidance for core systems.
• Document recurring queries and standard fixes to reduce repeated support requests.
• Share best practice across teams to encourage consistent platform use.
• Support platform-related data protection, compliance, and security processes, including access audits, DPIA preparation, MFA/2FA checks, permissions reviews, platform security checks, and compliance documentation.
• Escalate potential security, access, or compliance concerns appropriately.

Work Environment

Under normal conditions, this role is a fully remote position, working from home. However, due to the international nature of the Society’s work, staff may be required to travel to company events, meetings, and conferences as well as some weekend work.

• Experience in internal IT support, platform administration, systems coordination, or a similar digital operations role.
• Proficiency managing and working within Microsoft 365 and cloud-based working environments.
• Experience administering or supporting platforms such as Slack, monday.com, or similar collaboration/project management systems.
• Experience supporting staff with workplace platforms in a remote or virtual team environment.
• Experience managing user accounts, access permissions, licences, system records, or onboarding/offboarding processes.
• Strong troubleshooting skills, with the ability to explain technical processes clearly to non-technical users.
• Working knowledge of GDPR, HIPAA, DPIAs, and platform-related compliance processes.
• Experience supporting IT security processes, including access audits, MFA/2FA, permissions reviews, or device guidance.
• Experience using automation tools to streamline and improve efficiency across platforms/workflows.
• Experience supporting emerging AI tools or automation opportunities to improve organizational efficiency.
• Experience with CRM implementation, maintenance, or user support preferred.

Communication & Interpersonal Skills

• Excellent written and verbal communication skills, with strong organization and attention to detail.
• Ability to create clear documentation, guidance, SOPs, or training materials.
• Ability to manage multiple support requests, priorities, and deadlines independently, escalating issues where appropriate.

Work Environment & Travel Requirements

• Must be eligible to work in the UK without sponsorship.
• Ability to work independently in a remote team setting.
• Reliable internet connection for remote work, video calls, and cloud-based collaboration.
• Ability to attend one in-person offsite meeting annually (UK), paid for by Society.
• Willingness to travel to other in-person meetings and events as required.
• Flexibility to occasionally work evenings or weekends when needed.

The Ehlers-Danlos Society’s commitment to diversity and inclusion is driven by the four pillars of our mission: C.A.R.E. - providing care, access, research and education in all that we do. We are a global, multicultural organization, as such we seek to increase opportunities for individuals from diversified backgrounds and are committed to building an inclusive culture that celebrates the diverse voices in our team and community. The Ehlers-Danlos Society actively recruits, employs, trains, compensates, and promotes opportunities regardless of race, nationality, ethnicity, gender, marital or civil partner status, caring responsibilities, disability, gender identity, age, social class, sexual orientation, religion, and other protected status as required by applicable law.

Job Types: Full-time, Fixed term contract

Pay: £27,000.00 per year

Benefits:

• Bereavement leave
• Casual dress
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Life insurance
• Work from home

The Ehlers-Danlos Society’s mission is dedicated to advancing and accelerating research and education in Ehlers-Danlos syndromes (EDS) and hypermobility spectrum disorders (HSD). We support the development of effective and equitable EDS and HSD therapies and work collaboratively to improve the lives of individuals affected by EDS and HSD.

Our vision is to create a world in which each person living with the Ehlers-Danlos syndromes and hypermobility spectrum disorders has the right treatment and care at the right time for their specific needs.