Hypercare Analyst

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

An Anaplan **Strategic Support (HyperCare) Analyst** draws on skills of both customer support agents and Anaplan Business Partners. As a Support Analyst, you will proactively engage with a portfolio of Anaplan customers to ensure their continual success driving adoption across the customers' organization.

This will involve regular cadence to assist customer in adopting Anaplan platform, proactively outreach to customers on support issues before the customer is aware, providing advanced product support to our worldwide customer base, and making customers self-sufficient so that they can expand and quickly make Anaplan their spine of decision making.

**What you will be doing**:

- Model building on the Anaplan Platform to a sophisticated level
- Guide the customer to success using standard methodologies
- Deliver an array of HyperCare services LINK
- Support multiple customers simultaneously
- Take complex issues and break them down into simple, manageable steps for customers to understand
- Diagnose problems and perform root cause analysis (log sifting with Splunk, egrep).
- Provide out of hours support to customers during major release cycles, ensuring they have continuity of service
- Build training documentation, as needed, to be included in Anaplan's online community
- Work with a wide variety of people from Go-to-Market and R&D organization

**We look for**:

- English Speaking
- Experience with multifaceted financial modelling / business analytics systems or any SaaS Platform / Modeling platform / EPM
- Demonstrable knowledge of formal system implementation methodology - requirements gathering, design, build/test and deploy (Agile).
- Excellent client facing skills and a successful track record of engagement management
- Understanding and experiences with data integration
- Experience with customer facing support
- Strong technical troubleshooting skills
- Ability to thrive in a loosely structured, dynamic environment.
- Superb communication and customer service skills
- A degree in a related field or equivalent experience (Business Analytics, Finance, Computer Science)
- Strong analytical and problem-solving skills

**Bonus**:

- Experience with the Anaplan platform
- Splunk, JIRA, Confluence, Salesforce
- Monitoring and logfile experience
- Informatica, Data integration API
- Performance testing, Model Analysis experience

**Our Commitment to Diversity and Inclusion**

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

**COVID-19**

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.