Global PMO Systems Support Analyst

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 r