{"id":3289422,"url":"https://alion.io/job/ciena-global-pmo-systems-support-analyst","title":"Global PMO Systems Support Analyst","company":{"id":4473578,"name":"Ciena","domain":"ceanatech.com","url":"https://alion.io/company/ciena-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-24T06:54:48Z","employer_posted_date":null,"last_verified_at":"2026-10-24T06:54:48Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"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.\nCiena 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.\nHow you will make an impact:\nMonitor, manage, and resolve incoming support tickets through Freshdesk related to Salesforce and Kantata.\n\nInvestigate and troubleshoot system issues, user inquiries, data discrepancies, and process-related questions.\n\nEscalate complex technical or functional issues to appropriate internal teams while maintaining ticket ownership and follow-up.\n\nTrack ticket status, resolution times, and recurring issues to drive continuous improvement.\n\nMaintain documentation of ticket resolutions, troubleshooting activities, and support procedures.\n\nCollaborate with system owners and technical teams to resolve issues involving Salesforce, Kantata, and connected systems.\n\nDevelop and maintain system documentation, knowledge articles, FAQs, and user support materials.\n\nThe must haves:\n\nEducation: Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent practical experience.\n\nExperience: Recent graduate or approximately 3 years of relevant professional experience.\n\nStrong analytical and problem-solving skills with application of issue investigation and solution identification.\n\nExcellent written and verbal communication skills.\n\nStrong attention to detail, organizational skills, and ability to manage multiple requests simultaneously.\n\nAbility to learn new software applications, systems, and business processes.\n\nAbility to collaborate with colleagues across different functions and geographic regions.\n\nNice to haves:\nExperience with Salesforce records, workflows, reporting, or user support.\n\nExperience with Kantata (formerly Mavenlink) in a project management or professional services environment.\n\nExperience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform.\n\nApplication of telecommunications or networking industry knowledge.\n\nApplication of project management processes, professional services operations, or project lifecycle management.\n\nExperience investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications.\n\nExposure to business process documentation, system testing, or continuous improvement activities.\n\nAt 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.\nCiena is an Equal Opportunity Employer, including disability and protected veteran status.\nIf contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.\nOriginally posted on Himalayas","description_format":"text","description_chars":3586,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-26T19:11:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":27,"reasons":["seen:4","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/ciena-global-pmo-systems-support-analyst","json_url":"https://alion.io/job/ciena-global-pmo-systems-support-analyst.json","meta":{"generated_at":"2026-10-29T07:14:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10968,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4473578},"rest":"https://alion.io/mcp/rest/get_company?id=4473578"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciena-global-pmo-systems-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciena-global-pmo-systems-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciena-global-pmo-systems-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ciena-global-pmo-systems-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciena-global-pmo-systems-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3289422}},{"tool":"search_jobs","arguments":{"company":"ceanatech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3289422},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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