Global PMO Systems Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• 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

🎯 Requirements

• 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 with application of 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 is nice to have • Experience with Kantata is nice to have • Experience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform is nice to have • Telecommunications or networking industry knowledge is nice to have • Project management processes, professional services operations, or project lifecycle management experience is nice to have • Experience investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications is nice to have • Exposure to business process documentation, system testing, or continuous improvement activities is nice to have

🏖️ Benefits

• Flexible work environment • Employee growth, well-being, and belonging initiatives • Equal Opportunity Employer environment • Accommodation measures for candidates with disabilities