ciena
Global PMO Systems Support Analyst
Ciena is hiring a Global PMO Systems Support Analyst to support project management operations through enterprise business systems. The role is suitable for recent graduates as well as candidates with relevant professional experience. The selected candidate will handle support requests, investigate application and data-related issues, work with Salesforce and Kantata, and coordinate with internal technical teams to resolve complex problems. The role also involves maintaining documentation and contributing to improvements in PMO support processes
Location
Remote- India- Gurugram
Experience
Recent graduate or approximately 3 years of relevant professional experience
Salary
₹5–9 LPA
Job Type
Full-time
Work Mode
Remote
Posted
27 Oct 2026
Responsibilities
- • Manage and resolve support requests related to Salesforce and Kantata through Freshdesk.
- • Investigate application issues, user questions, data inconsistencies, and process-related concerns.
- • Escalate complex technical or functional problems to the appropriate internal teams.
- • Monitor ticket progress, resolution times, and repeated issues to identify improvement opportunities.
- • Record troubleshooting steps, solutions, and support procedures.
- • Coordinate with system owners and technical teams to resolve issues involving Salesforce, Kantata, and related applications.
- • Create and maintain knowledge articles, FAQs, system documentation, and user support resources.
Requirements
- • Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related discipline, or equivalent practical experience.
- • Recent graduate or approximately 3 years of relevant professional experience.
- • Strong analytical and problem-solving capabilities.
- • Excellent verbal and written communication.
- • Good attention to detail and organizational skills.
- • Ability to manage several requests at the same time.
- • Willingness and ability to learn new applications and business processes.
- • Ability to collaborate with teams across different functions and geographical locations.
- • Knowledge of Salesforce, Kantata, or ticketing platforms such as Freshdesk, ServiceNow, or Jira Service Management is an advantage.
- • Exposure to project management processes, enterprise applications, system testing, documentation, or continuous improvement is beneficial.
Skills
Analytical problem-solvingTroubleshootingSalesforceKantataFreshdeskTicket managementData analysisDocumentationBusiness process improvementCommunication
Eligibility
- • Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent practical experience.
- • Recent graduates are eligible to apply.
- • Candidates with approximately 3 years of relevant professional experience may also be considered.
- • Strong analytical and problem-solving abilities.
- • Good written and verbal communication skills.
- • Strong organizational skills and attention to detail.
- • Ability to handle multiple support requests.
- • Ability to learn new software, systems, and business processes.
- • Ability to work with teams across different functions and regions.
How to Apply
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