Job description
<div class="container-fluid iCIMSJobsTable"><div class="row"><div class="col-xs-12 title"><div id="iCIMSHeader" tabindex="-1"><h1 class="iCIMSHeader axiom0-0 axiom-scraped-0">URBN Retail Tech Support Analyst</h1></div></div><div class="col-xs-6 header left"><span class="sr-only field-label">Location</span><span class=" axiom1-0 axiom-scraped-1">UK-London</span></div><div class="col-xs-6 header right"><span class="sr-only field-label">Job ID</span><span>2025-22582</span></div><div class="col-xs-12 additionalFields"><dl class="iCIMSJobHeaderGroup"><div class="iCIMSJobHeaderTag"><dt class="iCIMSJobHeaderField">Job Family</dt><dd class="iCIMSJobHeaderData"><span>Technology</span></dd></div><div class="iCIMSJobHeaderTag"><dt class="iCIMSJobHeaderField">Employee Type</dt><dd class="iCIMSJobHeaderData"><span>Regular</span></dd></div><div class="iCIMSJobHeaderTag"><dt class="iCIMSJobHeaderField">Position Type</dt><dd class="iCIMSJobHeaderData"><span>Full-Time</span></dd></div></dl></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">About Us</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><p style="margin: 0px 0px 15px; padding: 0px; color: windowtext;"><span>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.</span></p><p style="margin: 0px 0px 15px; padding: 0px; color: windowtext;"><br><span>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.</span></p></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">Role Summary</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><p style="margin: 0px;"><span style="font-size: 10pt;">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. </span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt;">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.</span></p></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">What You'll Be Doing</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><ul><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Respond to all incident requests across the store and corporate office locations prioritizing accordingly to meet expected service levels</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Manage incidents via all communication channels (tickets, phone, email, chat) providing initial troubleshooting through to final resolution</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Proactively analyze incident data to identify recurring issues and propose strategic solutions for reduction and prevention</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Manage third-party vendors and coordinate resources to ensure the successful and timely technology deployment for new store openings</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Collaborate with Retail business teams to define and deliver technology enhancements and new requirements for existing store operations</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Serve as an escalation point for complex issues, ensuring high-priority incidents are appropriately escalated and communicated across relevant teams and stakeholders</span></li><li style="margin: 0cm 0cm 0cm 36.0pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Partner with the Global Retail team to define and enhance service delivery strategies for the UK/EU retail environment</span></li></ul></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">What You'll Need</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><ul><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Knowledge and experience of Retail Systems – POS, ERP, networking, inventory management, pricing, payments</span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Experienced in troubleshooting hardware issues – laptops, POS, network equipment, printers</span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Knowledge of Android OS, Windows, Microsoft Office, Google Suite</span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Strong interpersonal and communication skills both oral and written</span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Ability to work to deadlines in a fast-paced environment with a strong attention to detail </span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Ability to prioritize work effectively and handle multiple competing demands</span></li><li style="margin: 0cm 0cm 0cm 40.5pt;"><span style="font-size: 10pt; font-family: verdana, geneva; color: #000000;">Analytical and Project Management Skills</span></li></ul><p> </p><p><span style="font-size: 10pt; font-family: verdana, geneva; color: #ffffff;">#URBN #LI-ER1</span></p></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">The Perks</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><ul><li style="margin-left: 18.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Work-life balance:</span><ul><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Flexible start and finish times</span></li><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Bring your dog to work </span></li></ul></li><li style="margin-left: 18.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Wellbeing:</span><ul><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Employees Assistance program to support with mental, physical and financial health</span></li><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Fully equipped free gym and on-site wellness room in Brick Lane and 50% discount off external gym memberships</span></li><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Private Medical Insurance</span></li></ul></li><li style="margin-left: 18.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Employee Discount:</span><ul><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Up to 40% off at all URBN Brands</span></li></ul></li><li style="margin-left: 18.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Community:</span><ul><li style="margin-left: 54.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">One paid day to either volunteer or fundraise for a charity of your choice</span></li></ul></li><li><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Travel:</span><ul><li style="margin-left: 72.0pt;"><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Cycle to work scheme, season ticket loan</span></li></ul></li><li><span style="font-family: verdana, geneva; font-size: 10pt; color: #000000;">Continued Development:</span><ul><li style="margin-left: 72.0pt;"><span style="font-family: verdana, geneva; color: #000000;"><span style="font-size: 10pt;">We offer structured support within the business alongside continued learning and development</span> </span></li></ul></li></ul></div></div></div><h2 class="iCIMSInfoMsg iCIMSInfoFieldJob">Equal Opportunity Statement</h2><div class="iCIMSInfoMsg iCIMSInfoMsgJob"><div class="iCIMSExpandableContainer"><div class="iCIMSExpandableText"><p style="font-size:13px;font-family:verdana">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.</p></div></div></div><div class="iCIMSJobOptions"><h2 class="iCIMSSubHeader iCIMSSubHeaderJob">Options</h2><div id="jobOptionsMobile" class="iCIMSJobOptionsMobile iCIMSJobOptionsMobileOptions3"><a href="https://homeoffice-eu-urbn.icims.com/jobs/22582/urbn-retail-tech-support-analyst/job?mode=apply&apply=yes&iniframe=1&hub=15&hashed=-1834381852" class="iCIMSAnchor iCIMSActionButton iCIMSApplyOnlineButton iCIMSPrimaryButton" title="Apply"><div class="iCIMSActionButtonText"><span class="iCIMSLongLabel">Apply</span><span class="iCIMSShortLabel">Apply</span></div></a><a onclick="showSocialOptions(); return false" id="mobileShowSocialOptionsButton" href="#" class="iCIMSAnchor iCIMSActionButton iCIMSJobShareButton" title="Share"><div class="iCIMSActionButtonText"><span class="iCIMSShortLabel">Share</span></div></a><a href="https://homeoffice-eu-urbn.icims.com/jobs/22582/urbn-retail-tech-support-analyst/referral?iniframe=1&hub=15&hashed=-625912878" class="iCIMSAnchor iCIMSActionButton iCIMSSecondaryButton" title="Submit a Referral"><div class="iCIMSActionButtonText"><span class="iCIMSLongLabel">Submit a Referral</span><span class="iCIMSShortLabel">Refer</span></div></a></div><div id="jobSocialOptions" class="iCIMSjobSocialOptions"><div id="jobSocialOptionsErrMsg" class="iCIMSMessage iCIMSErrorMessage iCIMSGenericMessage NoDisplay">Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.</div><div class="iCIMSDivider"></div><div class="iCIMSBroadcastJobLabel" role="heading" aria-level="2">Share on your newsfeed</div><div class="iCIMSBroadcastJob icimsSDwidget icimsSDWidgetshare" id="icimsSDwidgetshare" data-icims-sd-type="share" data-icims-sd-jid="22582" data-icims-sd-size="24"><div class="icimsSDWidgetpublishButtonsCntnr"><a class="icimsSDWidgetshareBtn icimsSDWidgetshareFacebook" href="#" title="Publish to Facebook" aria-label="Publish to Facebook (opens in new window)" data-icims-network="facebook" data-icims-jid="22582"><span class="icimsSDWidgetsocialIcon icimsSDWidgetfacebook24" style="height:24px; width:24px; max-height:24px; max-width:24px;"></span></a><a class="icimsSDWidgetshareBtn icimsSDWidgetshareLinkedin" href="#" title="Publish to LinkedIn" aria-label="Publish to LinkedIn (opens in new window)" data-icims-network="linkedin" data-icims-jid="22582"><span class="icimsSDWidgetsocialIcon icimsSDWidgetlinkedin24" style="height:24px; width:24px; max-height:24px; max-width:24px;"></span></a><a class="icimsSDWidgetshareBtn icimsSDWidgetshareEmail" href="mailto:?subject=URBN%20Retail%20Tech%20Support%20Analyst%20position&body=I%20came%20across%20this%20job%20post%20and%20thought%20that%20you%20might%20be%20interested.%0A%0AHere's%20a%20link%20to%20the%20job%3A%20https%3A%2F%2Fsocial.icims.com%2Fviewjob%2Fpe1763376641546c49aa" title="Publish to Email" aria-label="Publish to Email (opens in new window)" data-icims-network="email" data-icims-jid="22582" target="top"><span class="icimsSDWidgetsocialIcon icimsSDWidgetemail24" style="height:24px; width:24px; max-height:24px; max-width:24px;"></span></a></div></div></div></div><div class="iCIMSPageFooter"><h2>Not finding the perfect fit?</h2><p><a href="https://talent.urbn.com/talent-network/talentcommunity/form" target="blank"> Join our Talent Community</a> to be notified about roles and hiring events that align with your job interests!</p></div><div class="iCIMSLogo"><a class="iCIMSFaqLink" title="Application FAQs (Opens new window)" href="https://icims.help/candidate-faq" target="blank">Application FAQs</a><span class="iCIMSLogoImage"></span><p class="iCIMSLogoText">Software Powered by iCIMS<br><a href="http://www.icims.com/platformhelp?utmsource=platform&utmmedium=link&utmcontent=page1&utmcampaign=platform%20help" target="blank" title="Powered by the iCIMS Talent Platform (Opens new window)" class="iCIMSLogo_Link">www.icims.com</a></p></div>
