Level III Support Analyst

Level 3 Support investigate and diagnose complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product, or an investigation into the logging or back-end of the system will be dealt with by Level 3. The range of issues are diverse, and can vary from front-end client or UI issues, to modelling or server problems, to platform or network performance.
As a L3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data and work with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.
Level 3 exists to resolve challenges which means priorities change on a daily and even hourly basis. Therefore, your focus may need to be frequently shifted and you'll need to have a good understanding of what's important to the customer and internal teams.
What you will be doing:

Investigating complex issues raised by users
Communicating progress of issues/fixes to both technical and non technical users
Using your problem solving and creativity to derive solutions where needed for users
Guiding users through sophisticated solutions
Detailing investigations of new issues
Prioritising customer cases within your own queue
Raising bugs where appropriate
Onboarding new features and changes to the Support Teams, 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.

Graduate or early in career analyst working with data analytics tools / Excel
Degree in Mathematics, Physics, Electronic Engineering or Computer Science. (Similar degree using large and complex data sets).
Quick learner with a desire to understand sophisticated systems and software behaviour
Genuine passion for problem solving and persistence when vital
Analytical skills with a methodical approach
Ability to work to time constraints within an exciting environment
Ability to switch focus as priorities change
Good communication skills with ability to convey technical information clearly

Our Commitment to Diversity and Inclusion

Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the whos 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, youll be part of a winning culture thats dedicated to creating opportunities for our customers, partners, and employees. We hope youll join us. Lets create something incredible together!Anaplan is looking for a tenacious Support Analyst to join Level 3 team based in York on a full time basis.