URBN Retail Tech Support Analyst

URBN UK Limited is part of the URBN Group, a global retailer, with its European Head Office located in London. Its retail offering in Europe takes the form of three brands.

With stores in more than 10 European countries and a strong e-commerce presence, we’re driven by the same core values as our customers, and we approach our work with a sense of community and purpose that sets our brands apart. We love what we do.

The Retail Support Analyst position is responsible for proactively managing incidents across critical systems (point of sale, back of house, inventory) for store operations and corporate office users across the Anthropologie, Urban Outfitters and Free People brands. 

This pivotal role within the global technology function will drive operational stability and support the seamless delivery of new requirements to meet both current and future needs of the UK/EU business.

• Respond to all incident requests across the store and corporate office locations prioritizing accordingly to meet expected service levels
• Manage incidents via all communication channels (tickets, phone, email, chat) providing initial troubleshooting through to final resolution
• Proactively analyze incident data to identify recurring issues and propose strategic solutions for reduction and prevention
• Manage third-party vendors and coordinate resources to ensure the successful and timely technology deployment for new store openings
• Collaborate with Retail business teams to define and deliver technology enhancements and new requirements for existing store operations
• Serve as an escalation point for complex issues, ensuring high-priority incidents are appropriately escalated and communicated across relevant teams and stakeholders
• Partner with the Global Retail team to define and enhance service delivery strategies for the UK/EU retail environment

• Knowledge and experience of Retail Systems – POS, ERP, networking, inventory management, pricing, payments
• Experienced in troubleshooting hardware issues – laptops, POS, network equipment, printers
• Knowledge of Android OS, Windows, Microsoft Office, Google Suite
• Strong interpersonal and communication skills both oral and written
• Ability to work to deadlines in a fast-paced environment with a strong attention to detail 
• Ability to prioritize work effectively and handle multiple competing demands
• Analytical and Project Management Skills

#URBN #LI-ER1

• Work-life balance:
  • Flexible start and finish times
  • Bring your dog to work
• Wellbeing:
  • Employees Assistance program to support with mental, physical and financial health
  • Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount off external gym memberships
  • Private Medical Insurance
• Employee Discount:
  • Up to 40% off at all URBN Brands
• Community:
  • One paid day to either volunteer or fundraise for a charity of your choice
• Travel:
  • Cycle to work scheme, season ticket loan
• Continued Development:
  • We offer structured support within the business alongside continued learning and development

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.