Strategic Support Analyst

We want you to think big and act bold through expressing your authentic best self! Anaplan is looking for a tenacious Strategic Support Analyst to 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.

Insight on 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. As we develop new premium support services, the HyperCare team will also be involved in delivering those new offerings.

Your qualifications, your influence

• 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 Grafana, egrep, duplication, etc).
• 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 Analysts
• 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.

Requirements and Technical Familiarity

• 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.
• Adhere to a shift schedule.
• 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 aptitude with similar.
• 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

Great to have

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