IT Customer Experience Support Analyst

Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who's who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By dynamically connecting financial, strategic, and operational plans in real-time, companies trust Anaplan to give them the power to anticipate change, address complexity, deliver operational insights, increase profits, and stay ahead of their competition.

What unites Anaplanners across teams and geographies is our commitment to our customers' success and our collective motivation to achieve ambitious goals. We champion diversity of thought and ideas, and we behave like leaders irrespective of title. When you work for us, you'll be part of a winning culture that's dedicated to creating opportunities for our customers, partners, and employees. We hope you'll join us. Let's create something incredible together!

We seek an IT Customer Experience Support Analyst to be onsite Monday through Friday in our Minneapolis 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 level setting expectations while also 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)

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!

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 correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement 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 humanresources@anaplan.com before taking any further action in relation to the correspondence.