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.
 
 
 
 
 
 
 
 
 

Junior Level 3 Support Analyst investigates and diagnoses sophisticated problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or an investigation into the logging or back-end of the system will be raised to the Level 3 Technical Support team. The range of issues that are raised is diverse and can vary from front-end client or UI issues to modeling or server problems to the platform or network performance.

As a Junior Level 3 Support Analyst, you will gain an in-depth knowledge of the product from end-to-end, work with large volumes of data using tools like Splunk and work closely with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.

Level 3 can feel slightly chaotic as priorities change on a daily and sometimes hourly basis, meaning that your focus may need to be frequently shifted between investigations. We are the intermediary between the customer and Anaplan internally; when we resolve issues, we need to consider the best interests of the customer and also those of Engineering and Product, consequently, you need to have a good understanding of both the priorities of the customer and also the internal teams.

Responsibilities:

  • Triaging and prioritizing Anaplan support cases
  • Drive improvements and standard methodology within the wider teams
  • Work with the leadership team on strategy and insights
  • Investigating issues raised via support cases, working directly with the customer
  • Working with the Engineering, Operations, and Product teams to resolve issues were vital
  • Raising bugs where appropriate
  • Presenting progress of issues/fixes to the customer and Customer Success organization
  • Detailing investigations of new issues and new SOPs
  • Driving supportability of the product
  • On-Call Rota participation - Junior Level 3 Support Analyst provides emergency call out for urgent customer issues 24/7.
  • The on-call Rota is shared between several team members so you can expect to be on call approx. 1 week in 12 and 1 weekend in 12.

What you will need:

  • Quick learner with a desire to understand sophisticated systems and software behavior.
  • A genuine passion for problem solving and persistence when vital.
  • Complex problem solving and analytical skills needed with a methodical approach.
  • Ability to work to tight deadlines under pressure within a moderately chaotic environment.
  • Ability to switch focus quickly as priorities change.
  • Working with support teams and customers to gather the right information to resolve issues and communicate back resolutions and workarounds.
  • Good interpersonal skills with the ability to convey technical information in a concise and understandable way.
  • Knowledge of programming, server architecture, networking, and basic computing concepts such as resource contention, garbage collection, and browser caching is helpful.
  • A passion for business analytics, modeling, and planning.
  • Aptitude for quickly ramping up on new technology.
  • The desire to work with a truly multifaceted and exciting team.
 
 
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.
 
 
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.

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