Global PMO Systems Support Analyst

Ciena Corporation; Gurugram District; Hybrid; INR 6,654,000 - 9,506,000; Full time

Job summary

Ciena Corporation seeks a Global PMO Systems Support Analyst to manage enterprise system support and project management operations. You will handle tickets, troubleshoot issues, and help improve business processes across Salesforce, Kantata, and related tools.

You will work in a global, collaborative environment with cross-functional teams and a focus on documentation and user support. A related degree or 3 years of experience is expected.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Recent graduate or about 3 years of relevant experience with strong analytical skills.
• Excellent written and verbal communication; attention to detail and ability to manage multiple requests.

Responsibilities

• Monitor, manage, and resolve support tickets through Freshdesk for Salesforce and Kantata.
• Investigate and troubleshoot system issues and data discrepancies; escalate when needed.
• Document resolutions, troubleshooting steps, and support procedures for ongoing knowledge base improvement.
• Collaborate with system owners and technical teams to resolve issues across Salesforce, Kantata, and connected systems.
• Maintain system documentation, FAQs, and user support materials.

Skills

Analytical thinking

Problem solving

Communication skills

Organizational skills

Education

Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or related field

Tools

Freshdesk

ServiceNow

Jira Service Management

Kantata

Job description

## Global PMO Systems Support AnalystPostuler: Remote- India- Gurugram: Full time: Publié aujourd'hui: R031870As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.Ciena is seeking a Global PMO Systems Support Analyst to help enable effective project management operations through enterprise systems support. This role contributes to the success of the global project management community by supporting business-critical applications, resolving user inquiries, and improving operational processes. The position offers experience across project management operations, enterprise systems, and business process improvement within the telecommunications industry.## **How you will make an impact:*** Monitor, manage, and resolve incoming support tickets through Freshdesk related to Salesforce and Kantata.* Investigate and troubleshoot system issues, user inquiries, data discrepancies, and process-related questions.* Escalate complex technical or functional issues to appropriate internal teams while maintaining ticket ownership and follow-up.* Track ticket status, resolution times, and recurring issues to drive continuous improvement.* Maintain documentation of ticket resolutions, troubleshooting activities, and support procedures.* Collaborate with system owners and technical teams to resolve issues involving Salesforce, Kantata, and connected systems.* Develop and maintain system documentation, knowledge articles, FAQs, and user support materials.## **The must haves:*** **Education:** Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent practical experience.* **Experience:** Recent graduate or approximately 3 years of relevant professional experience.* Strong analytical and problem-solving skills with application of issue investigation and solution identification.* Excellent written and verbal communication skills.* Strong attention to detail, organizational skills, and ability to manage multiple requests simultaneously.* Ability to learn new software applications, systems, and business processes.* Ability to collaborate with colleagues across different functions and geographic regions.## Nice to haves:* Experience with Salesforce records, workflows, reporting, or user support.* Experience with Kantata (formerly Mavenlink) in a project management or professional services environment.* Experience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform.* Application of telecommunications or networking industry knowledge.* Application of project management processes, professional services operations, or project lifecycle management.* Experience investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications.* Exposure to business process documentation, system testing, or continuous improvement activities.At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.Ciena is an Equal Opportunity Employer, including disability and protected veteran status.If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.