Global PMO Systems Support Analyst
Ciena (company site, opens in a new tab)RemoteDirect career pageEst. 5–10 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage and resolve support tickets related to Salesforce and Kantata using Freshdesk, ensuring ownership and follow-up until resolution.
- Investigate system issues, data discrepancies, and user inquiries, escalating complex problems to internal teams while maintaining documentation of troubleshooting and support procedures.
- Collaborate with system owners and technical teams to improve project management operations and develop user support materials including documentation and FAQs.
Minimum Requirements
- Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or related field, or equivalent practical experience.
- Recent graduate or up to approximately 3 years of relevant professional experience.
- Strong analytical, problem-solving, communication, attention to detail, and organizational skills.
- Experience with enterprise project management systems support involving Salesforce and Kantata or similar platforms; ability to manage multiple requests simultaneously.
Ideal Candidate Profile
- Experienced in supporting enterprise applications within a project management or professional services environment, preferably using Salesforce and Kantata.
- Capable of handling end-to-end ticket management in support platforms like Freshdesk, demonstrating ownership and continuous improvement mindset.
- Comfortable working across functions and geographic regions, collaborating to resolve issues and improve processes in a telecommunications or technology context.