Strategic Support Analyst

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with confidence in a sophisticated and changing world.
We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.
We want you to think big and act bold through expressing your authentic best self! Anaplan is looking for a tenacious Strategic Support Analystto join our HyperCare team in MINNEAPOLIS, MN. This is a stellar opportunity to get involved in a highly visible, large-scale SaaS cloud company. This role is an immediate full-time position. If you're ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.
Come see for yourself what an exciting place to work looks like.
Your Impact
An Anaplan Strategic Support Analyst draws on skills required for both customer support agents and Anaplan Business Partners. You will proactively engage with a portfolio of Anaplan customers to ensure their continued success. This will involve engaging with support issues even before the customer reaches out, providing advanced product support to our worldwide customer base, and making customers self-sufficient so that they can expand and quickly make Anaplan their spine of decision making. To succeed, you must be methodical, creative, highly motivated, flexible, and able to work in a fast-paced Agile environment.
You will:

• Model build on the Anaplan Platform to an advanced level
• Guide the customer to success using standard methodologies
• Support multiple customers simultaneously, adhering to SOW's, etc.
• Respond to support tickets in global time zones
• Take complex issues and break it down into simple, manageable steps for customers to understand
• Diagnose problems and perform root cause analysis (log sifting with Splunk, egrep).
• Take support requests from Anaplan customers from a variety of different sources including email, live chat, and our ticketing system
• Independently answer customer support requests and escalate them as needed to L3
• Coordinate with other groups within Anaplan to find a resolution to support issues
• Train Product Support team to improve Anaplan platform knowledge, customer facing skills and help assess when they are to become Strategic Support Analyst
• Ability to work outside of regular business hours to support mission critical customer request
• Create help and training documentation, as needed, to be included in Anaplan's online community
• Work with a wide range of people including but not limited to Support Agents, Business Partners, Technical Product Managers, TechOps, Development, and QA teams

Your Qualifications

• 3 years of experience with multi-dimensional financial modeling and business analytics systems such as IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc. or spreadsheets required
• Able to perform on call and weekend work as required.
• Queue based technical case work
• Hitting individual and team performance metrics related to case work.
• 1+ years of experience with Anaplan platform or demonstrated adequate expertise.
• 4-year degree in a related field or equivalent experience
• Advanced level Microsoft Excel experience required
• Good client-facing skills and a successful track record of engagement management
• Understanding data integration (inbound and outbound) is a plus.
• Good technical troubleshooting skills
• Persistent nature and strong issue follow-through habits
• Ability to thrive in a loosely structured, dynamic environment.
• Superb communication & customer service skills and attitude
• Strong analytical and problem-solving skills
• The desire to help orchestrate a new and exciting team

Nice to have

• Salesforce
• Splunk
• New Relic
• JIRA
• Confluence
• ZenDesk
• Monitoring and logfile experience
• Informatica
• Performance testing

Our Commitment to Diversity and Inclusion
Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your true self to work every day!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
Fraud Recruitment Disclaimer:
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement is to obtain privileged information from individuals.
Anaplan does not:

1. Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
2. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication.

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to humanresources@anaplan.com before taking any further action in relation to the correspondence.