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IT Customer Experience Support Analyst

San Ramon, United States

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!

 

We seek an IT Customer Experience Support Analyst to be onsite Monday through Friday in our soon to be opened San Ramon office.  An experienced IT Services Technician with strong knowledge and experience in world-class IT service delivery will bring a positive, can-do attitude, a solid work ethic, and a desire to learn.  You thrive on meeting deadlines! Candidates must have experience working in modern technology organizations capable of meeting the demanding needs of high-caliber engineers, field sales, customer success, and finance people.
 
Our IT Team delivers the complete life cycle of IT services for the staff at Anaplan, from onboarding and setup, to upgrade, installation, troubleshooting, repair and replacement of hardware and software solutions, asset recovery, and protection. This team also has architectural responsibilities in the areas of end-user computer infrastructure, printing, and conference room technologies, supporting AV, teleconferencing, All-Hands, and departmental events.  Our team members operate in the sweet spot of focus on an empathetic, superior customer support experience, comfortable with communicating well and setting expectations while being an all-round Ace problem solver with excellent IT technical skills.  
 
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
Your Qualifications
  • Bachelor’s Degree in Computer Science, Computer Information Systems, or a similar degree or equivalent work experience 
  • Problem-solving whiz in Mac and Windows hardware
  • Experience supporting Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, etc.) on BOTH Mac and Windows
  • Microsoft SCCM and InTune for Windows software/hardware admin
  • Understanding of JAMF for macOS
  • Understanding of Windows Server OS and ability to troubleshoot and correct problems
  • Experience with VMware
  • Troubleshooting skills with wireless and wired networks, firewall, and telecommunication devices
  • Exceptional verbal and written communication skills 
  • Ability to quickly learn new skills and technologies
  • Experience and familiarity with monitoring/alerting tools (i.e. PRTG, WhatsUp Gold, Logic Monitor, etc.)
  • Enterprise AV/Endpoint Detection solutions (e.g. Bitdefender, Abnormal Security, Proofpoint, CrowdStrike, etc.)
  • Exposure to Palo Alto Network, Cisco routers and switches, and firewalls
  • Experience working as part of a hybrid onshore/offshore workforce
  • Experience with US, EMEA, APAC ISPs
  • Meraki/Aruba (legacy) APs
  • Confluence/Jira/Jira Align
  • Jira ITSM/ServiceNow ITOM/ITSM
  • Access Management - Okta/Active Directory/RedHat LDAP
  • Slack/Slack Grid/Atlas
  • Desktop-as-a-Service (DaaS):  Azure Virtual Desktop (Win) / MacStadium (Mac)
  • Audio-Visual (Neat, WebEx, Zoom)
  • Executive presentations (Powerpoint, Lucidchart, Lucidspark)

 

 

Base Salary Range:

$108,000 - $145,000 USD

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.   

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