Senior Associate, Process Management

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 important.  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:

Reporting to the Director of GCC Business Operations, as a Senior Associate in Process Management, you will be responsible for acting as an expert in process development, continuous improvement, and implementation of best practices to provide professional delivery of technical support services.

You will be accountable for the planning, documenting, implementing, and monitoring of specific policies and procedures. This includes how-to guides, reference pages, and work instructions, consistent with the objectives of the organization in a comprehensive and user-friendly format. You will make design decisions how best to maintain our content libraries and delivery platforms to ensure that required process information is delivered in the most efficient and effective method. You may be invited to participate in various teaching and training activities as appropriate.

You will be integral in ensuring our Global Customer Care (GCC) teams are meeting the needs of our customers while providing Technical Support Services by defining best practices and lean processes.

• Develop high-quality documentation such as departmental procedures, work instructions, online help, FAQs, etc.
• Conduct research, benchmarking, and analysis to identify opportunities for process improvements on new and/or existing process documentation.
• Work in collaboration with GCC and corporate teams to identify and close gaps in process documentation.
• Create visual aids such as diagrams, charts, and graphs to enhance understanding.
• Review, revise, and maintain GCC process documentation for accuracy and consistency.
• Successfully distill complex concepts to actionable, understandable communications or documentation
• Ensure the content meets the company's style guidelines and adheres to best practices.
• Plan, schedule and track timelines for projects and initiatives maintaining flexibility as needed.
• Facilitate a regular process governance with key stakeholders.
• Manage our content library, adding, removing and updating content in coordination with our stakeholders and subject matter experts.
• Report on program status, highlighting best practices and escalating issues where appropriate.

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 – with an ability to flex between the strategic and tactical, you 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 team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.
• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor's Degree in Process Engineering, Technical Writing, or a related field from an accredited institution is required.
• Proficiency in technical writing tools and software, either through formal education or on-the-job training, is required.
• Advanced degree (Master's, MBA) in a related field is considered a plus.
• Professional certifications such as Lean Six Sigma (Green Belt level or higher), Project Management Professional (PMP), or Certified Business Process Professional (CBPP) are highly desirable.
• Continued education or training in project management disciplines (e.g., Project Management Fundamentals, Project Management Principles, Project Cost Management, Project Resources: Planning and Scheduling, Risk Management, Contract Management) is preferred.
• Familiarity with software development processes and methodologies is advantageous. This can be obtained through coursework, certification, or practical experience.
• Continuous learning and staying updated with the latest industry trends, tools, and technologies is expected.

Assets: 

• Analytical Skills
• Change Management
• Interpersonal Skills
• Facilitation Skills
• Agile Methodology
• Software Skills
• Presentation Skills
• Negotiation Skills
• Leadership Skills
• Attention to Detail
• Adaptability
• Problem-Solving Skills

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