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Associate Service Manager (IT Support)

Minneapolis, United States

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused 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 who 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 love celebrating our wins – big and small.

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 let’s build what’s next - together!

Anaplan has an opportunity for a self-motivated Associate Service Manager to join a cross-functional engineering team in our Minneapolis office, who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers.

Working in the Global Product & Technology Organization, which supports the functions of Software Development, Ops, Security, and more, you will be streamlining the delivery of the Anaplan platform that helps top-flight companies around the world make better-informed plans and decisions every day.  Anaplan is a business-critical, tier-one system that must be available with low latency despite complexity and scale.

The Platform Service Management team defines and supports the tools and processes for platform stability and resilience to promote operational excellence. The team's skills include supporting and developing ITIL and ITSM procedures; incident and problem management, service improvement plans, analysis of operational data, and liaising with both technical teams, customer success departments, and customers. We have unparalleled access to our users – they are our colleagues!

You will join a team of individuals who embrace and respect diverse perspectives, are not afraid to push boundaries, implement innovative ideas, and are passionate about helping our customers and each other succeed.

This is a hybrid work role with after-hours on-call requirements.

  1. You will be required to be in the Minneapolis office a minimum of 2 days a week.
  2. You will be required to participate in a 24/7 Incident Manager on-call rotation.

Your Impact: 

  • Assess and triage technical events impacting the Anaplan platform and customers
  • Manage incident communications per documented procedures
  • Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve in real time
  • Mitigate and contain risk to the business by restoring service to customers ASAP
  • Document and report on the incident-related event details
  • Participate and lead post-incident reviews (PIR) for all major incidents
  • Build a knowledge management & sharing environment for incident troubleshooting
  • Ensure workarounds or fixes for known errors are in place and documented as appropriate
  • Investigate and obtain root cause analysis (RCA) for incidents
  • Manage reporting dashboards & generate incident & outage reports for data/trend analytics
  • Document incident-response reports in compliance with customer Service Level Agreements (SLAs)
  • Ability to recognize and escalate support issues that are inhibiting the timely restoration of services
  • Analyse service data, understand data trends, present findings, and offer improvements and resolutions to system issues.
  • Collaborate with engineering teams to refine operations and deliver/restore service more efficiently
  • Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices
  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
  • Help to define and implement ITIL/ITSM practices to effectively manage platform services and improve customer experience

Your Qualifications:

  • 3 years' experience in a technology support environment
  • Familiar with standard IT support principles and framework
  • Technical Degree or hold relevant IT support experience
  • Understanding and experience with ITSM support concepts.
  • Basic experience in triaging problems of varied scope, using a variety of service management techniques.
  • Familiarity with and ability to select methods and techniques for obtaining restoration solutions (triage skills).
  • Make meaningful contributions to team BAU activities with limited guidance.
  • Basic technical understanding of key technologies, regions, and key services and their uses and impacts on customers.
  • Familiar with the ITIL problem management and service improvement supportability approach
  • Generates constructive input, ideas, and solutions to both individual and team challenges
  • Operates with a customer-centric approach
  • Networks with internal and cross-functional team members regarding the area of expertise
  • Able to collaborate technically in a globally and culturally diverse environment.
  • Personal accountability to seek out stakeholder partnership and collaboration.

Desirable

  • Any ITIL certifications
  • MIM Professional Level 1 or similar Qualifications
  • Problem Management & Change Management experience
  • Six Sigma and Lean process improvement experience/certifications

Technologies, languages, and frameworks you will work with:

  • Atlassian products: Jira Software, Jira Service Management, Status Page, Confluence
  • PagerDuty
  • Incident.io
  • Office 365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive)

Bonus points experience:

  • Experience in supporting SaaS and cloud-based technologies
  • Grafana
  • Incident Management Tooling
  • Configuration Management Databases (CMDBs)

#LI-SP1

Base Salary Range:

$86,000 - $124,000 USD

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. 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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