Senior IT Analyst

Anaplan is looking for an outstanding SENIOR IT ANALYST to join IT Operations in MIAMI, FL. This is a stellar opportunity to operate at the highest levels in a highly visible, large-scale SaaS cloud company. This role is an immediate full-time position in the Miami area ONLY. If you’re ready to roll up your sleeves and seek outstanding problems that no one else is solving, keep reading!

You will work directly with Anaplan’s executives, coordinating heavily with a global support team and partnering with Executive Assistants, IT Engineering, Security, Workplace Services, and other groups as necessary. As a member of IT Operations, customer satisfaction, quality support, and an agile approach is a must. No heavy red tape, no politics, just the work and challenges you love! This is an exciting, progressive career opportunity with a company that values diversity, flexibility and understands the need for a good work/life balance. Help us get to the next level and build a great team! This position reports to the Lead IT Operations Manager.

• Initial point of contact for C-suite executives and their executive assistants
• Triaging, prioritizing, resolving, routing and scheduling all incoming IT Support requests
• Flexibility to work different shifts (First, Second, and Third shifts depending on business need)
• Be available to work a rotating on-call schedule with your peers
• Providing a key role in supporting IT service level commitments, corporate policies, corporate standards, and compliance requirements
• Effective workstation lifecycle management: new hires, hardware refreshes, break-fix, and offboarding
• Build, maintain and implement process documents, IT policies, and knowledge base articles
• Identify process improvements and work with leadership to implement
• Visit relevant Anaplan offices to provide in person support as needed

• 3 to 5 years of Enterprise IT Support experience (ideally in a SaaS company) that includes MacOS and Windows, mobile devices, printers, video conferencing, SaaS and productivity applications
• Demonstrated usage and troubleshooting experience with Okta, O365, Slack, Box, and Zoom
• Experience provisioning and de-provisioning user access
• Proficiency in both MacOS and Windows is expected
• Familiarity with security tools such as Crowdstrike, Netskope, and Global Protect
• Familiarity with endpoint management and mobile device management (MDM) platforms: JAMF, SCCM, Workspace One
• Strong experience with ServiceNow for ticketing
• Strong end-point troubleshooting skills
• Must have superb customer service skills, preferably in a previous white-glove role
• Solid ability to connect and communicate with multiple stakeholders
• Organized and detail oriented
• Demonstrated ability to plan and document projects
• Ability to travel as needed per the business