Application Support Analyst - Anaplan

Job Summary

The Anaplan Support team is responsible for providing 18x5 support for Anaplan application in accordance with agreed service levels with the Business. The main activities involve Investigating & providing solution to end user, Logging and tracking call tickets/incident tickets, modeling, enhancements and perform complete Run & Maintain activities for Anaplan.

Deliver Application and Business Workflow support services to the Upstream Business of Shell, as part of support services provided by the Project & Technology, Upstream, Integrated Gas and Renewable Energy Solutions IT Operations.

In terms of geographical distribution, the team supports all regions (Asia, Europe, Middle East and Americas). The team consists of 6 members covering Anaplan applications.

What you ll be doing

• Provide end-to-end Run & Maintain (L1/L2) support for Anaplan deployments.
• Receive, log, prioritize, and manage incidents and service requests in accordance with agreed service levels (SLAs).
• Conduct initial issue analysis and resolve incidents whenever possible, escalating to functional or technical support teams when required.
• Monitor escalated issues through to resolution while maintaining strong customer relationships and satisfaction.
• Support technical delivery activities, including integrations, reporting, data loading, and data management.
• Provision and maintain user access based on approved requests and established SLAs.
• Ensure timely closure of incidents and service requests assigned to the team.
• Prioritize, assess, and challenge issues using standard IT severity and risk management guidelines.
• Provide compliance evidence for IRM compliance assurance processes and adhere to control work instructions.
• Create and maintain knowledge articles, how-to guides, and documentation for recurring issues.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance processes and end-user experience.
• Work collaboratively across teams, applying best practices and ITIL-based support processes.
• Escalate issues appropriately based on established guidelines and procedures.
• Own support tickets from initial contact through resolution and ensure SLA adherence.
• Coach and mentor junior team members to enhance team capability and knowledge sharing.
• Participate in an 18x5 support model, including rotating shifts, partial night shifts, and weekend on-call support.

What we need from you

Technical Qualifications

• 2 to 5 years of experience in application or production support.
• Knowledge of the Anaplan planning platform; Anaplan Level 3 Certified Model Builder preferred.
• Understanding of Anaplan data models, hierarchies, and model-building concepts.
• Experience with:
  • Data Loading
  • Data Integration
  • Reporting and Analytics
• Knowledge of Software Development Life Cycle (SDLC) methodologies.
• Experience working in Agile environments and applying Systems Thinking principles.
• Understanding of cloud-based SaaS solutions and service delivery models.
• Basic knowledge of Planning, Budgeting, and Forecasting processes.
• Familiarity with ITIL processes and incident management practices.
• Hands-on experience with ServiceNow (SNOW) or similar service management tools.

Behavioral Qualifications

• Passion for delivering high-quality support and enabling business decision-makers.
• Strong customer service and stakeholder management skills.
• Excellent relationship-building and collaboration abilities.
• Proactive mindset with the confidence to challenge existing processes and drive improvements.
• Strong analytical, problem-solving, and innovative thinking skills.
• Adaptable and comfortable working in a fast-paced, changing environment.
• Continuous learning mindset with a commitment to professional development.
• Highly organized, detail-oriented, and focused on quality and timely delivery.
• Ability to work effectively across shifts in an 18x5 support environment, including weekend on-call support.
• Ability to influence stakeholders and drive outcomes through effective communication and ownership.
• Demonstrates alignment with business values and a customer-centric approach.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.