URBN Retail IT Support Analyst

Job description

Role Summary URBN is looking for a Retail IT Support Analyst that will primarily be responsible for retail stores operating without disruption. This role serves as the first point of contact for store teams, resolving technical issues that impact day-to-day operations. This is a fast-paced, hands-on position requiring high responsiveness, clarity, and consistent follow-through. Role Responsibilities: - Act as the primary point of contact for incoming store tickets and phone calls, performing initial troubleshooting to either resolve the issue or escalate as appropriate. - Prioritize and take ownership of high-impact, time-sensitive issues to stabilize operations and minimize store downtime. - Maintain clear, accurate, and timely documentation on all assigned tickets. - Actively monitor support channels to stay informed of outages and potential widespread impacts. - Identify issue patterns and escalate trends to the appropriate engineering or resolution teams. - Contribute insights and observations to the team’s knowledge base to assist in maintaining accurate support resources. - Maintain professional and respectful communication with store teams, setting accurate expectations and...