IT Experience Analyst

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!

We seek an IT Experience Analyst to be onsite Monday through Friday in our Reston, VA office. Are you someone with hands-on IT support experience who brings a positive, can-do attitude and wants to deepen their craft in world-class IT service delivery? You'll work alongside our broader IT team supporting a modern, fast-paced technology organization. 

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. As an IT Experience Analyst, you'll play a key role in the day-to-day delivery of that experience, owning frontline support requests end to end and contributing to more advanced responsibilities alongside senior members of the team, including AV, teleconferencing, and departmental event support. Our team members operate in the sweet spot of an empathetic, superior customer support experience, comfortable communicating clearly and setting expectations. 

Your Impact 

• Provide frontline, hands-on support for end-user laptops, tablets, and mobile devices (Mac, Windows) 
• Log, triage, and resolve support tickets in ServiceNow or a comparable ticketing system, escalating complex issues as needed 
• Assist with new-hire onboarding, equipment setup, and account provisioning 
• Explain system issues in clear, non-technical terms to business and non-technical personnel 
• Support day-to-day Office 365 / SharePoint / Exchange Online needs for end users 
• Help maintain accurate hardware and software asset records 
• Support conference room technology and meeting setup independently, partnering with senior staff on complex AV builds 
• Exercise independent judgment on routine issues, following documented procedures and runbooks and improving them where gaps exist 
• Bring strong attention to detail and sound technical judgment when adopting new tools and technologies 

Your Qualifications 

• Associate's or Bachelor's degree in a technical field, or equivalent hands-on experience 
• 2-4 years of experience in an IT support or customer-facing service role 
• Working familiarity with both Mac and Windows hardware and basic troubleshooting 
• Hands-on experience supporting the Microsoft Office 365 suite (Outlook, Excel, Word, PowerPoint, etc.) 
• Working proficiency with ticketing systems (e.g. ServiceNow) and structured support workflows 
• Familiarity with JAMF for macOS device management and Okta/Active Directory for access management 
• Exceptional verbal and written communication skills, with a customer-first mindset 
• Ability to work autonomously and manage competing priorities in a fast-paced environment 
• Practical experience with tools such as SCCM/InTune, Slack, or Confluence/Jira is a plus 
• Interest in progressing toward senior IT infrastructure, networking, or AV responsibilities 

Base Salary Range:$74,000—$106,000 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 [email protected] before taking any further action in relation to the correspondence.   

Candidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.