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Strategic Support Analyst

Company: Anaplan
Location: Minneapolis
Posted on: February 25, 2021

Job Description:

Anaplan, the Connected Planning pioneer, is changing the way the world's most respected companies do business. We believe in clear, open communication enabling teams to overcome obstacles and move forward together. We want you to feel that you belong to a team, you matter, and are able to be your authentic self. We all work together to deliver business value with the power of Connected Planning at every level within every organization, and alongside an ever-growing number of users, a rich partner ecosystem, and active community. At Anaplan, our values are key to everything we do. We call it #AnaplanLOVE At Anaplan these words come to life by making employees feel empowered and inspired. Building a strong culture around company values is an ongoing journey that will continue to be the core of our existence. We want you to think big and act boldly through expressing your authentic best self! Anaplan is looking for a tenacious Strategic Support Analyst to join our HyperCare team. This is a stellar opportunity to get involved in a highly transparent, large scale SaaS cloud company. This role is an immediate full-time position. If you're ready to roll up your sleeves and seek outstanding problems that no one else is solving, keep reading. Come see for yourself what an exciting place to work looks like. Insight on your impact An Anaplan Strategic Support Analyst draws on skills required for both customer support agents and Anaplan Business Partners. As a Customer Health Partner, 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 sophisticated 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.

  • 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 sophisticated issues and break them 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 advance them as needed to L3
  • Coordinate with other groups within Anaplan to find a resolution to support issues
  • Train the Support Analysts to improve Anaplan platform knowledge, customer facing skills and help assess when they are ready to become Customer Health Partners
  • Work on a rotating after-hours and weekend schedule to support enterprise customers
  • Create help and training documentation, as needed, to be included in Anaplan's online community
  • Work with a wide variety of people including but not limited to Support Agents, Business Partners, Technical Product Managers, TechOps, Development, and QA teams. Preferred skills and technical familiarity
    • Experience with multifaceted financial modeling and business analytics systems such as IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc. or spreadsheets
    • Good client facing skills and a successful track record of engagement management
    • Understanding data integration (inbound and outbound) a plus
    • Good technical troubleshooting skills
    • Persistent nature and strong issue follow-through habits
    • Ability to thrive in a loosely structured, multifaceted environment.
    • Superb communication & customer service skills and demeanor
    • 1+ years of experience with Anaplan platform, or proven adequate expertise
    • 4 year degree in a related field or equivalent experience
    • Strong analytical and problem-solving skills
    • The desire to help orchestrate a new and exciting team Great to have
      • Splunk
      • New Relic
      • JIRA
      • Confluence
      • Monitoring and logfile experience
      • Informatica
      • Performance testing Our diversity and inclusion commitment 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! Our story Anaplan is a cloud-native enterprise SaaS company helping global enterprises orchestrate business performance. Our customers come first to create heroes, unlock potential & build trust and confidence. We challenge legacy thinking and software that isn't flexible for the modern organization. We have architected the only platform that will take the time from planning to decision down to zero. We're building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day. We're addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems. Anaplan's Connected Planning platform is enabling customers to improve decision-making by turning response time into real time, to make better decisions to enhance your business. The platform helps you dynamically orchestrate performance enterprise-wide, and convert constant change to your environment. See what our global customers and partners have to say about Anaplan's platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree-Anaplan is changing the way the world does business. Learn about our history , see our recognitions and achievements , and take a look at what it's like to work at Anaplan. Get to know more about working at Anaplan by checking out our social channels. Facebook - Twitter - Instagram - YouTube Can't find the perfect role for you? New opportunities are opening up daily: http://anaplan.com/CAREERS COVID-19 Update Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority. We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.

Keywords: Anaplan, Minneapolis , Strategic Support Analyst, Professions , Minneapolis, Minnesota

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