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.

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. 

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• 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 Customer Service 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, Customer Service and 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

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