Back to jobs
New

Strategic Support Analyst

 Minneapolis, 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!

 

Anaplan is looking for an innovative and collaborative Strategic Support Analyst to join our HyperCare team in our Minneapolis office (Hybrid)

This position will report to the Associate Manager, Premium Services.

Come see for yourself what an exciting place to work looks like.

HyperCare and Premium Services Overview

Put simply – it’s a premium support service that is available to our top tier customers. You will be responsible for providing proactive and collaborative support to highly invested customers, as well as working closely with the wider organization and customer account teams. As we develop new premium support services, the HyperCare team will also be involved in delivering those new offerings. This team is customer facing and is crucial to our success.

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 cases, providing premium services, and making customers self-sufficient so that they can use the platform without technical roadblocks. To succeed, you must be methodical, creative, highly motivated, flexible, and able to work in a fast-paced environment.

As we grow the premium support offerings for our customers, the job of a HyperCare Analyst will include being part of a

Your qualifications, your influence

  • Guide the customer to success using standard methodologies.
  • Support multiple customers simultaneously, adhering to SOW’s, etc.  The ability to multitask in a high-pressure environment is crucial.
  • Respond to customer support tickets in global time zones via phone, chat and email with empathy, customer focus and sense of urgency
  • Take part in escalation calls and oversee the process from end to end to ensure 100% customer satisfaction.
  • 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, Google Big Query etc).
  • Coordinate and collaborate with other groups within Anaplan to ensure the customer is happy and find ROI with Anaplan
  • Be ready to learn and grow your skills. We are a fast-growing company, and we are on a steep learning curve
  • Train and mentor other members of the wider team to ensure that as a team we are continually providing and providing the best service
  • Ability to work outside of regular business hours to support mission critical customers
  • 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 Customer Care, Business Partners, Technical Product Managers, TechOps, Development, and QA teams.

Required Skills and Technical Familiarity

  • 3+ years’ experience of technical troubleshooting in a Software Support role (SaaS) is desired.
  • Advanced Microsoft Excel experience
  • Excellent and demonstratable client-facing skills
  • Understanding of data integrations (inbound and outbound).
  • Problem solving and analytical skills for in depth and high priority technical issues
  • Ability to thrive in a loosely structured, dynamic and quick moving environment.
  • A self-starter, with a can-do attitude - motivated to provide the best service to our customers but also a collaborator who believes in teamwork
  • Strong analytical and problem-solving skills

 

Great to have

  • 4-year degree in a related field or equivalent experience
  • Certification in Anaplan Model Building Level 1, 2 or 3
  • 3 years of experience with multi-dimensional financial modeling and business analytics systems such as Anaplan or similar – i.e. IBM Cognos, Hyperion, Business Objects, TM1, SAP BPC, etc. or spreadsheets
  • Experience with Salesforce or ServiceNow
  • Experience with Grafana or similar tools
  • Experience with JIRA
  • Experience with Confluence
  • Monitoring and logfile experience
  • Knowledge or experience with Informatica
  • Performance testing experience

Base Salary Range:

$82,000 - $118,000 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.   

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Anaplan’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.