Nuuly Platform Support Analyst

Nuuly is looking for a proactive, analytical and detail-oriented individual to play a key role in supporting our technology platform. The Platform Support Analyst role is a technical support role within Operations & Support team. This person will interface directly with the multiple stakeholders across the organization, including Customer Success, Fulfillment Center, Web Merchandising, Buying/Planning and Product Management. This role is responsible for front-line system support and triage for day-to-day operations. Candidate should be technically curious and adept at investigating issues to aid in resolution and help identify opportunities to improve technical products to avoid recurring issues that could negatively impact the business/operations. Off hours support is required but scheduled on rotating basis with other team members. Escalated support off hours is required when high severity issues occur.

Role Responsibilities

• Triage production and operation issues using internal debugging tools and internal systems and route issues to the support teams to ensure timely resolutions
• Own communication with internal stakeholders as it relates to the state of production-impacting issues
• Facilitate communication and triage with third-party vendors when required.
• Ability to assess issue severity and support triage and resolution on and off regular business hours when issues occur.
• Act as a liaison between Engineering organization and brand stakeholders when troubleshooting production issues.
• Provide daily support of technology systems related to warehouse management, order management and the front-end customer experience solutions.
• Fully document issues and resolution to aid with communication to stakeholder groups
• Actively participate in the communication of business requirements when identifying key fixes to the platform to account for recurring production issues.
• Analyze reporting data to identify system impacts when reviewing production events.
• Ability to multi-task when working multiple priority issues.
• Ability to travel to fulfillment center to meet with stakeholder groups in support of debugging issues or validating technology fixes.
  
  

Role Qualifications

• Minimum 2 years of experience supporting daily production operations and technology solutions in fast-paced environment
• Experience working with enterprise large scale warehouse and order management system a plus
• Organized individual with ability to manage and prioritize multiple requests.
• Knowledge and familiarity working with SQL or similar query language
• Experience with micro-services solutions, use of postman or similar API development tool
• Strategic problem-solver who comfortable with independently analyzing issues and identifying solutions.
• Team oriented and collaborative, demonstrating strong communication skills.
• Experience using Jira Service Desk or similar ticketing and documentation system to manage, prioritize and track the state of issues.
  
  

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.