Ciena is a global leader in high‑speed networking and connectivity solutions, serving telecom operators, enterprises, and cloud providers worldwide. With a people‑first culture, Ciena invests heavily in employee development, flexible work arrangements, and inclusive workplaces. The company’s commitment to innovation and sustainability makes it a sought‑after employer for fresh talent looking to grow in a technology‑driven environment. The Global PMO Systems Support Analyst role is positioned within Ciena’s Global Project Management Office. As a systems support analyst, you will be the first line of defense for enterprise applications that power project planning, resource allocation, and delivery tracking across the organization. You will interact with users across geographies, troubleshoot issues, manage tickets, and ensure smooth operation of critical tools such as Salesforce, Kantata, Freshdesk, ServiceNow, and Jira Service Management. **Key Responsibilities** 1. Monitor and respond to support tickets raised via Freshdesk, ensuring timely acknowledgment and resolution. 2. Investigate and troubleshoot functional issues in Salesforce, Kantata, and other PMO tools. 3. Coordinate with internal technical teams for escalations and root‑cause analysis. 4. Create and maintain knowledge‑base articles, FAQs, and SOP documentation. 5. Perform regular health checks of applications and recommend process improvements. 6. Conduct user training sessions and onboarding for new system features. 7. Track recurring problems, generate trend reports, and propose automation where feasible. 8. Ensure compliance with Service Level Agreements (SLAs) and ITIL best practices. 9. Collaborate with global project managers to understand business requirements and translate them into system enhancements. 10. Participate in periodic system audits and data integrity checks. **Tech Stack**: Salesforce, Kantata, Freshdesk, ServiceNow, Jira Service Management, Microsoft Office 365, basic SQL for data extraction, and familiarity with ITIL ticketing workflows. **Growth Path**: Starting as a Systems Support Analyst, high performers can progress to Senior Analyst, Application Owner, or PMO Process Lead roles. Exposure to multiple enterprise tools opens pathways to specialized positions such as Salesforce Administrator, ServiceNow Consultant, or Project Management Operations Manager. **Why Join Ciena?** The role offers a blend of technical problem‑solving and business interaction, ideal for fresh graduates eager to build a career in enterprise application support. Ciena’s remote‑first policy, mentorship programs, and global exposure provide a solid foundation for long‑term growth while maintaining a healthy work‑life balance.