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Ciena

Global PMO Systems Support Analyst

About this role

Ciena is a high-speed connectivity and telecommunications technology company. This role sits in its global project management office and supports the enterprise systems that project managers rely on. Day to day, the analyst handles support tickets in Freshdesk about Salesforce and Kantata, investigates issues and data discrepancies, and escalates complex cases to the right teams. The analyst also tracks recurring problems and writes documentation and user help materials. It suits a recent graduate, or someone with about 3 years of experience, who likes troubleshooting and clear written communication. The location is Gurgaon, India.

Ciena is hiring for Global PMO Systems Support Analyst, a full-time role based in Gurugram (remote).

Who can apply: Recent graduate or about 3 years. Skills: Salesforce, Kantata, Freshdesk, Troubleshooting, Documentation.

Hirastra checked that this opening is live. Apply directly through the official posting; applying is always free.

What you'll do

  • Monitor, manage and resolve support tickets in Freshdesk related to Salesforce and Kantata
  • Investigate and troubleshoot system issues, user questions, data discrepancies and process questions
  • Escalate complex technical or functional issues to the right internal teams and follow up while keeping ticket ownership
  • Track ticket status, resolution times and recurring issues to drive improvement
  • Work with system owners and technical teams to resolve issues involving Salesforce, Kantata and connected systems
  • Write and maintain system documentation, knowledge articles, FAQs and user support materials

What you 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
  • Excellent written and verbal communication skills
  • Strong attention to detail and organisation, with the ability to manage multiple requests at once
  • Ability to learn new software and business processes and to collaborate across functions and regions
Location
Gurugram
Work mode
Remote
Experience
Recent graduate or about 3 years
Pay
₹5–9 LPA (Est.)
Type
Full-time job, Developer
Added
23 October 2026

Skills

  • Salesforce
  • Kantata
  • Freshdesk
  • Troubleshooting
  • Documentation

"Est." = Hirastra's estimate based on market data, not an official figure.

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