IT Customer Experience Support Analyst

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals and we have fun celebrating our wins.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!

Location: Onsite Monday through Friday.

We are seeking an experienced IT Customer Experience Analyst with deep expertise in world-class IT service delivery. You will bring a positive, can-do attitude, a strong work ethic, and a desire to learn and grow. You excel at managing competing priorities, utilizing your independent judgment to support and improve IT operations.

The ideal candidate will have experience working in modern technology organizations capable of meeting the demanding needs of engineers, field sales, customer success, and finance professionals. This role requires independent decision-making and the ability to provide strategic solutions, making it key to the smooth operation of Anaplan’s IT infrastructure.

Role Overview

Our IT Team manages the full life cycle of IT services for Anaplan staff, from onboarding and setup to upgrades, installations, troubleshooting, and the strategic analysis of hardware and software solutions. This includes leading recommendations on technology improvements to support business operations, while independently handling IT asset recovery, protection, and office infrastructure planning.

This role goes beyond basic technical support, engaging in architectural responsibilities related to end-user computing infrastructure, printing, and conference room technology. You will play a strategic role in supporting AV, teleconferencing, All-Hands events, and departmental meetings. Strong communication skills and the ability to set clear expectations with stakeholders are essential, along with expertise in problem-solving and delivering high-level technical solutions.

Your Impact

• Explain system issues to business or non-technical personnel
• Support end-user laptops, tablets, and mobile devices (Mac, Windows, Linux)
• Strong MacOS, Office 365 / SharePoint, and Exchange Online experience
• ServiceNow Service Management or other ticketing system knowledge
• Installation and administration of software systems and ability to provide analysis and recommendations to both technical and business units
• Surveying and analyzing systems and/or software tools and providing recommendations as requested by technical and/or business units to improve performance and efficiency, monitoring and data collection
• Strong organizational, problem-solving, and analytical skills with an acute attention to detail
• High standards of technical competency and quality of work

Key Responsibilities

•  Evaluate and provide recommendations for hardware/software upgrades, independently identifying opportunities to enhance system performance and business efficiency.
•  Provide strategic support for end-user laptops, tablets, and mobile devices (Mac, Windows, Linux).
• Manage and support macOS, Office 365 / SharePoint, and Exchange Online, ensuring optimal performance.
• Utilize ServiceNow Service Management or other ticketing systems for high-level troubleshooting and problem resolution.
• Survey, analyze, and improve systems and software tools to optimize business processes.
• Maintain a proactive approach to IT infrastructure by analyzing trends and offering solutions for improved performance.
• Serve as a key contributor in enterprise-level AV and endpoint detection systems(e.g., CrowdStrike, Proofpoint).
• Partner with business units to provide high-impact solutions, focusing on improving system efficiency through data collection and strategic recommendations.
• Lead the support for AV infrastructure, including WebEx, Zoom, and hybrid meeting technologies, and assist with executive presentations

Required Skills & Qualifications

• Bachelor’s Degree in Computer Science, Computer Information Systems, or a related field (or equivalent work experience).
• Advanced troubleshooting skills in Mac and Windows environments, with experience in Microsoft Office 365 and VMware.
• Proficiency with SCCM and InTune for Windows, JAMF for macOS, and knowledge of Windows Server OS.
• Strong understanding of network infrastructure (wireless, wired, firewall, and telecommunication devices).
• Experience supporting enterprise AV/Endpoint Detection solutions (e.g., Bitdefender, CrowdStrike).
• Familiarity with Okta/Active Directory/RedHat LDAP, ensuring seamless access management.
• Proven ability to independently manage IT projects, contributing to the development of Anaplan’s IT infrastructure.
• Experience working with monitoring/alerting tools and providing proactive solutions.
• Knowledge of Jira ITSM/ServiceNow ITOM/ITSM to manage IT service operations.
• Demonstrated ability to make autonomous decisions to resolve complex IT issues and improve systems.
• Experience working in hybrid onshore/offshore workforces and familiarity with global ISPs across US, EMEA, and APAC regions.

Our Commitment to Diversity, Equity, Inclusion and Belonging 

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. We believe in a hiring and working environment where 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 authentic 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 correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.  

Anaplan does not: 

• 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.  
• 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 people@anaplan.com before taking any further action in relation to the correspondence.