Global PMO Systems Support Analyst

Overview

Global PMO Systems Support Analyst at Ciena supporting project management operations through enterprise systems support, resolving user inquiries and improving operational processes for the global project management community.

What you'll do

• 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.

What you'll need

• 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, 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.

Nice to have

• 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.

Details

• Work mode: Remote, India, Gurugram.