As 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.
- 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.
- 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.
Skills Required
- Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent practical experience
- Recent graduate or approximately 3 years of relevant professional experience
- Strong analytical and problem-solving skills, including issue investigation and solution identification
- Excellent written and verbal communication skills
- Strong attention to detail and organizational skills
- 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
- Experience with Salesforce records, workflows, reporting, or user support
- Experience with Kantata in a project management or professional services environment
- Experience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform
- Telecommunications or networking industry knowledge
- Project management processes, professional services operations, or project lifecycle management experience
- Experience investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications
- Exposure to business process documentation, system testing, or continuous improvement activities
Ciena Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ciena and has not been reviewed or approved by Ciena.
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Fair & Transparent Compensation — Pay is often characterized as competitive or above-market in certain roles and regions, with references to market-aligned salary ranges and transparency around pay bands.
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Healthcare Strength — Health coverage is frequently framed as comprehensive, including medical, dental, and vision, with indications that coverage can extend to dependents and is viewed as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off offerings are described as flexible and generous, including Flex/uncapped PTO in many cases and additional paid time for volunteering.
Ciena Insights
What We Do
Ciena (NYSE: CIEN) is a global leader in networking systems, services, and software. We build the world’s most adaptive networks to enable our customers to deliver richer, more connected experiences for all users. At our core, Ciena is a company rooted in people. We prioritize deep, collaborative relationships within our teams and alongside our customers, partners, and communities around the world. For three-plus decades, we’ve brought our humanity to our relentless pursuit of innovation. We continue to lead the evolution of networking with a strong track record of industry firsts. As end-user expectations skyrocket, our customers and their networks must transform. Ciena powers this transformation by driving next-generation solutions built for maximum openness and agility—today and into the future. Corporate/Brand Values: • Customer First • Integrity • Velocity • Innovation • Outstanding People We're the perfect size for you to make an impact. W Only Ciena has the depth of expertise and the culture of collaboration and partnership required to help our partners evolve. We do this by strategically integrating hardware, services, and software in an open environment to ensure our clients’ networks are ‘fit for flexibility’ today and into the f
Why Work With Us
We are known for our industry-firsts, including the first coherent optical solution, converged packet-optical platform, and intelligence automation platform. Our commitment extends beyond innovation, logging in over 35,000 volunteer hours and $2 million to worthy causes in 2023. We're the perfect size and culture for you to make a difference.
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