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- Tasks: Support technical events and incidents impacting the Anaplan platform and customers.
- Company: Anaplan is a leading innovator in AI-infused business decision-making solutions.
- Benefits: Enjoy a hybrid work model, diverse culture, and opportunities for personal growth.
- Why this job: Join a dynamic team that values innovation, diversity, and customer success.
- Qualifications: Basic ITSM knowledge, problem-solving skills, and a tech-related degree or experience required.
- Other info: Participate in a 24/7 on-call rotation and work in a collaborative environment.
The predicted salary is between 28800 - 43200 £ per year.
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 celebratingour 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 Junior Service Manager to join a cross-functional engineering team in our York office. This team 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.
Technologies you will work with: Atlassian products (Jira Software, Jira Service Management, Status Page, Confluence), PagerDuty, Incident.io, Office365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive). We also support SaaS and cloud-based technologies, Grafana, Incident Management Tooling, and Configuration Management Databases (CMDBs).
This is a hybrid work role with after-hours on-call requirements. You will be required to be in the York office a minimum of 2 days a week. You will be required to participate in a 24/7 Incident Manager on-call rotation.
Your Impact
- Support the assessment and triage of technical events impacting the Anaplan platform and customers
- Support 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 supporting the restoration of service to customers ASAP
- Support the documenting and reporting on incident-related details
- Participate in post-incident reviews (PIR) for all major incidents
- Support the investigation into root cause analysis (RCA) for incidents
- Support reporting dashboards & generate incident & outage reports for data/trend analytics
- Support the documentation of incident-response reports in compliance with customer Service Level Agreements (SLAs)
- Support the analysis of service data, understand data trends, present findings, and offer improvements and resolutions to system issues.
- Support the proactive detection and prevention of future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
Your Qualifications
- Interest and familiarity with ITSM support concepts.
- Basic experience in triaging problems of varied scope
- Familiarity and ability in selecting methods and techniques for obtaining restoration solutions (triage skills).
- Generates constructive input, ideas, and solutions to both individual and team challenges
- Operates with a customer-centric approach
- Able to collaborate in a globally and culturally diverse environment
- 1 year of experience in a technology support environment or equivalent subject
- Familiar with standard IT support principles and framework
- Technical Degree or hold relevant IT support experience
- Any ITIL certifications are a plus.
- MIM Professional Level 1 or similar Qualifications a plus.
Our Commitment to Diversity, Equity, Inclusionand 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.
- 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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Junior Service Manager employer: Anaplan Inc
Contact Detail:
Anaplan Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Service Manager
✨Tip Number 1
Familiarise yourself with ITIL and ITSM concepts, as these are crucial for the Junior Service Manager role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to operational excellence.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've triaged issues in previous roles. Be ready to discuss specific incidents where you successfully restored service or improved processes.
✨Tip Number 3
Research Anaplan's platform and its impact on businesses. Being knowledgeable about their technology and customer base will allow you to engage more meaningfully during discussions and show your genuine interest in the company.
✨Tip Number 4
Prepare to discuss your experience working in diverse teams. Anaplan values a collaborative environment, so highlighting your ability to work across cultures and perspectives will set you apart from other candidates.
We think you need these skills to ace Junior Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications for the Junior Service Manager position. Tailor your application to highlight relevant experiences and skills that align with the job description.
Craft a Compelling CV: Your CV should clearly outline your technical experience, particularly in IT support and service management. Use bullet points to detail your achievements and responsibilities in previous roles, focusing on how they relate to the requirements listed by Anaplan.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific technologies and methodologies mentioned in the job description, such as ITIL or ITSM, and explain how your background makes you a great fit for the team.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in service management.
How to prepare for a job interview at Anaplan Inc
✨Understand ITSM Concepts
Familiarise yourself with IT Service Management (ITSM) principles, as this role heavily involves supporting ITIL and ITSM procedures. Be prepared to discuss how you can apply these concepts in real-world scenarios.
✨Showcase Your Problem-Solving Skills
Be ready to demonstrate your triaging skills and how you've approached problem-solving in previous roles. Use specific examples to illustrate your ability to assess and resolve technical issues effectively.
✨Emphasise Customer-Centric Approach
Anaplan values a customer-centric mindset. Prepare to share experiences where you prioritised customer needs and how you ensured their satisfaction during technical incidents or service disruptions.
✨Highlight Collaboration Experience
Since the role involves working in a diverse, cross-functional team, be sure to discuss your experience collaborating with different teams. Mention any tools you've used, like Jira or Confluence, to facilitate teamwork and communication.
