Rohan Shetty

Anaplan Technical Support Specialist

[Company Name]

05.2023 - Current

Diagnose and resolve technical issues for customers using Anaplan, ensuring timely and accurate solutions to platform-related problems, with a focus on model configurations, data integrity, and integrations.
Utilize Grafana to monitor system performance and identify potential issues, resulting in proactive resolution of performance bottlenecks and a 15% improvement in platform uptime.
Support the integration of external systems (e.g., Salesforce) with Anaplan via APIs, ensuring smooth data transfers and resolving data mapping errors for clients.
Manage customer cases via ServiceNow and Jira, tracking issues, monitoring progress, and ensuring that all SLAs are met. Escalate cases as necessary to ensure rapid resolution.
Work closely with engineering teams to escalate bugs or defects, using Jira and ADO to track and prioritize issues, and providing feedback to development for product improvements.
Provide expert guidance on best practices for Anaplan model design, ensuring optimal performance, scalability, and usability for clients.
Develop technical documentation, user guides, and knowledge base articles to help customers resolve common issues independently, reducing repetitive support requests by 20%.
Collaborate with customers to configure and optimize Anaplan models and data integrations, ensuring alignment with their business processes and requirements.
Setting up Azure, AWS, GBQ (Google BigQuery) certificate to the Anaplan Customers.
Key Achievements:
Reduced ticket resolution time by 20% by optimizing troubleshooting workflows and utilizing Jira for efficient case management.
Successfully integrated Salesforce with Anaplan, ensuring real-time data syncs and reducing errors by 10%.
Enhanced system performance by identifying and addressing issues using Grafana, leading to better platform responsiveness and a 15% increase in customer satisfaction.

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