Salesforce Business Analyst

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging.

We’re a technology company that leads with our humanity driving our business priorities alongside meaningful social, community, and societal impact.

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Why Ciena :

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development , offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable. We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute :

Ciena is embarking on a digital transformation journey for our Supply Chain and Reverse Logistics Platforms. Reporting to the Director, Front Office Programs and Engagements, as a Salesforce Business Analyst / Administrator, you will play a key role in implementing technology solutions across the services organization and in conjunction with quoting, service contracts, entitlements, and other functions, to achieve a better and more efficient experience for our customers, resellers, and salespeople.

Understand & Document business needs by identifying gaps between cross-functional business and technical application requirements.

Design and document solutions that fill those gaps and provide detailed functional and technical requirements for developers.

• Build and maintain effective customer relationships with Supply Chain and Return Materials Authorization (RMA) business partners to understand their priorities, problems and document various process workflows.
• Think holistically and work cross-functionally to design and improve processes and tools, work with both highly technical and non-technical disciplines to ensure that program inputs and requirements are translated to achieve the desired results.
• Serve as a key domain expert on complex and / or critical business issues and processes with particular emphasis on CRM and ERP systems and Return Material Authorization (RMA) business processes.
• Collaborate and assist Solution Architects and Product Owners to outline Services Technology Roadmap. Identify & measure baseline metrics that will be used to help make informative decisions.
• Lead meetings with cross-functional partners; communicate and provide transparency into solution options and drive teams to consensus.
• Maintain internal backlog of feature requests using Agile / SCRUM practices. Communicate status to end users and track / analyze issues for prioritization.
• Assist and coordinate with the development team on the development of feature, test cases and regression tests.
• Collaborate with Training and Enablement organizations to plan and deploy effective end-user training and ensure successful organizational change.
• Stay on top of industry trends and practices.
• Provide for Salesforce / ERP Configuration and Administration changes as required.

What Does Ciena Expect of You?

• Initiative you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality what’s important to the customer is also important to you.
• Agility you are readily able to manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
• Communication expertise you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team you thrive in a collaborative team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder with a proven consultative skill and an ability to influence, you’re able to quickly develop trusted connections and get work done through others.

The Must Haves :

• A BS degree coupled with proven experience in Salesforce Service Cloud including Salesforce Administration
• 5 to 7 years of experience as a Business Analyst with significant Salesforce experience over that timeframe.
• Experience with at least one of the following products, two preferably : Service Cloud, Oracle ERP / Fusion, Sales Cloud
• Hands-on experience using JIRA for issues and backlog management and SharePoint desired.
• Deep understanding of Supply Chain, Return Material Authorization (RMA), Inventory Management .
• Must have worked in an Agile methodology with a Scrum / Sprint Framework.
• Proficient in building business process diagrams
• Excellent customer service, verbal and written communication, and organizational skills
• Excellent team player with problem-solving and analytical skills
• Excellent with project delivery and release management
• Experience with preparing and presenting executive status reports and engaging with executives to provide updates as required.
• Global Telecom Service experience is a plus.

Assets :

• Bachelor’s or Master’s degree in technology or Business-related area or industry
• Salesforce Certified Administrator a plus
• Salesforce Certified Business Analyst certification or Oracle Business Cloud Analytics Certification a Plus

LI-BS1 #LI-REMOTE

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.

Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.