Systems Operations Analyst

About Face Reality

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin Method

TM, an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at-home product routines, and lifestyle guidance. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

We’re looking fora motivated and detail-oriented Systems Operations Analyst to join our Internal Tools team. In this role, you’ll work closely with the Internal Tools Manager to support and optimize the internal tools that power our company’s internal operations. You’ll be on the front lines ensuring that these tools are running smoothly, users are supported, and business processes are continuously improving.

This is a hybrid role working onsite in our San Ramon office every Tuesday - Thursday and remotely Mondays and Fridays.

• Partner with the Internal Tools Manager to assess system changes, gather business requirements, and identify opportunities for process optimization and automation.
• Assist in configuring and maintaining internal tools and platforms, including CRMs, form builders, and other business‑critical systems.
• Respond to Jira tickets and internal support requests, troubleshoot issues, and ensure timely resolution and communication.
• Collaborate cross‑functionally with business stakeholders to understand their processes and design improved solutions within our tools.
• Work with internal development teams and third‑party vendors as needed to implement, support, or enhance systems and integrations.
• Manage user permissions and roles of select applications as needed.
• Assist in designing and maintaining automated workflows to support sales and customer service processes.
• Work with business stakeholders to update and generate reports and dashboards, ensuring accurate data and providing visibility for leadership teams.
• Maintain clear documentation, including configuration details, workflows, automations, processes, system changes, and knowledge base documents.
• Configure, maintain, and optimize Zoho CRM and related modules (CRM+, Desk, Sales IQ).
• Track performance of internal systems and proactively identify issues or bottlenecks.
• Identify inefficiencies and propose improvements for existing processes.
• Assist with testing new features, updates, or integrations before deployment.
• Monitor automated workflows and troubleshoot failures.
• Communicate with vendors for support or feature requests.

• Bachelor’s degree in a relevant field or equivalent experience.
• 1–3 years of experience in systems operations, business systems, IT support, or a similar role.
• Experience working with CRMs (e.g., Zoho, Salesforce, Hub Spot, or similar), Jira, Confluence, and other business tools.
• Strong analytical and problem‑solving skills; ability to think through workflows and identify potential improvements.
• Exposure to workflow automation and process improvements.
• Basic understanding of API integrations, data flows, and custom scripting.
• Ability to analyze processes and identify optimization opportunities.
• Strong troubleshooting and problem‑solving capabilities.
• Excellent communication skills, both written and verbal, for working with technical and non‑technical stakeholders.
• Organized and detail‑oriented, with an ability to manage multiple requests and tasks at once.
• Ability to translate technical concepts for non‑technical stakeholders.
• Detail‑oriented with strong documentation habits.
• Ability to manage multiple tasks and prioritize effectively.
• Eagerness to learn new tools and continuously improve systems and processes.

• Experience with e‑commerce or marketing platforms (e.g., Shopify, Klaviyo).
• Experience with automation platforms (e.g., Zapier).
• Familiarity with reporting tools and dashboards (Power BI, Zoho Analytics).
• Basic scripting or SQL knowledge for data manipulation.
• Know…