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URBN Help Desk Administrator

4 months ago

Philadelphia, United States URBN Full time

Role Summary:

URBN is looking for a Help Desk Administrator handles the daily management and administration of Jira Service Management, such as workflows, user accounts, custom fields, dashboards, and reports. This position will also concentrate on creating documentation and training end-users for all business software and hardware.

Role Responsibilities:
  • Work with stakeholders to determine ways to optimize/improve existing Jira Service Management projects.
  • Develop metrics, dashboard, and filters to provide end-users and business leadership with meaningful operational/performance metrics and status reports.
  • Implement feature requests, workflow automations and reporting requests to all existing JIRA Service Management Environment
  • Provide end user coaching, training and support documentation of procedures and configuration
Role Qualifications:
  • Bachelor's Degree
  • 1-2 years of experience with the Atlassian product suite
  • ITIL/ITSM experience
  • Experience with other service desk tools like ServiceNow, Salesforce, etc
  • Excellent communication skills (written and verbal)
  • Ability to manage and prioritize workload to ensure support requests are handled with SLAs
  • Excellent customer service, interpersonal, and organizational skills; ability to multi-task in a fast-paced changing environment
  • Ability to troubleshoot and diagnose complex issues
  • Can work independently with minimal guidance and oversight
  • Use of AI tools both within service desk and other productivity applications

#LI-BL1

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.