Executive Technology & Service Enablement Associate

Ciena Corporation; Baltimore (MD); On-site; USD 53,000 - 82,000; Full time

Benefits offered by this job

Health benefits

401(k) & ESPP

Paid time off

Job summary

Ciena Corporation in Baltimore seeks an Executive Technology & Service Enablement Associate to deliver high-touch end-user support for executives and assistants, coordinating onboarding readiness, setup, training, and proactive communications to ensure productivity during critical events. You will drive adoption of Microsoft 365, Teams, Copilot, and workplace tech across a global, distributed audience.

You will create runbooks and documentation to improve services, and collaborate with IT teams

Qualifications

• Experience delivering high-touch customer service or technology support in a fast-paced environment.
• Excellent verbal and written communication with executives and assistants.
• Ability to coordinate across IT teams and manage multiple priorities.

Responsibilities

• Own executive technology support from engagement through resolution and closure.
• Lead onboarding readiness, setup, orientation, and repeatable processes for executives.
• Deliver technology training and adoption for Executive Assistants and global stakeholders.
• Drive adoption of Microsoft 365, Teams, Copilot, and workplace technology.
• Coordinate complex technology needs across collaboration, AV, devices, identity and access, and other IT teams.

Skills

High-touch customer service

Microsoft 365

Microsoft Teams

End-user devices

Communication skills

Travel readiness

Onsite collaboration

Service coordination

Fast-paced environment

Tools

ServiceNow

Maple Lawn office tech

Job description

## Executive Technology & Service Enablement AssociateApply: Baltimore: Full time: Posted Today: R031969As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters. The Executive Technology & Service Enablement Associate strengthens the technology experience for Ciena executives and Executive Assistants through proactive readiness, high-touch service, and practical technology enablement. This hands-on End User Support role coordinates complex technology needs across IT teams, advances adoption of workplace tools, and helps create consistent, repeatable experiences that protect productivity during critical business activities. ### How you will make an impact:* Own executive and Executive Assistant technology support from engagement through resolution and closure, including proactive communications, clear next steps, and timely follow-through.* Lead U.S. executive technology onboarding through readiness planning, setup, orientation, follow-up, and maintenance of onboarding standards and repeatable processes.* Deliver technology training and enablement for Executive Assistants, including globally distributed stakeholders, and drive adoption of Microsoft 365, Microsoft Teams, Microsoft Copilot, and workplace technology.* Demonstrate new technologies, features, and capabilities in a practical, customer-focused manner and proactively improve executive technology readiness before issues affect productivity or critical business activity.* Coordinate complex executive technology needs across collaboration, audiovisual services, devices, identity and access, End User Support, and other IT teams, including readiness for critical executive meetings, events, and high-visibility engagements.* Provide high-touch, specialized technology service for the Maple Lawn office while maintaining a broader executive-service focus and identifying recurring challenges for durable improvement with the appropriate teams.* Maintain service guides, runbooks, training materials, request documentation, and approved system records, and analyze demand, service themes, and stakeholder insights to support reporting and continuous improvement. ### The must haves:* Demonstrated passion for technology, curiosity, and interest in exploring and learning emerging technologies.* Experience delivering high-touch customer service or technology support in a fast-paced, professional environment.* Excellent verbal and written communication skills and judgment when communicating with executives, Executive Assistants, peers, and leaders.* Ability to anticipate needs, take initiative, follow through, close the loop, build trust quickly, handle sensitive interactions with discretion, and remain composed during urgent or high-visibility situations.* Working knowledge of Microsoft 365, Microsoft Teams, end-user devices, workplace technology, and common enterprise collaboration tools, with the ability to troubleshoot computer hardware, software, mobile device, connectivity, and meeting-room technology issues.* Ability to coordinate across multiple IT teams, influence outcomes without relying on authority, balance planned enablement work, proactive readiness activities, urgent requests, and routine responsibilities, and maintain adaptability, collaboration, customer focus, coaching, feedback, professional growth, and service excellence.* Ability to work 100% onsite at the Maple Lawn office, with willingness and ability to travel domestically and internationally as business needs require. ### Nice to haves:* Demonstrated ability to support executives, Executive Assistants, or other high-touch customer groups.* Knowledge of executive onboarding, technology adoption, training, or service enablement practices.* Application of Microsoft Copilot, audiovisual or meeting-room technology, identity and access processes, or enterprise mobility.* Utilization of ServiceNow or a comparable IT service management platform.* Ability to create runbooks, service standards, training materials, or customer-facing guidance.* Knowledge of networking fundamentals and enterprise support practices. **Pay Range:**The annual salary range for this position is $52,600 - $82,400.Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. 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.