Job Description
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.
Service Business Operations Associate(P2) – Resource Management
You know what your ideal career looks like: a competitive salary, freedom to live your life as you like, and recognition for your accomplishments—all in an inclusive and diverse people-first environment. Our success is driven by a supported, thriving team; this is why Ciena upholds these benefits for all our employees. Ciena empowers you with flexible paid time off, reimbursed and in-house development resources, support for mental and physical well-being, and assets you may need to attain your goals both at and away from work.
How You Will Contribute:
As a Service Business Operations Associate, you will report to the senior manager, Resource Management to administer FTE and contractors onboarding, offboarding, Kantata(Kantata) administration, Laptop/equipment management. You play a crucial role in ensuring smooth operations and efficient resource management.
What Does Ciena Expect of You?
Following key responsibilities will help effectively manage organizational resources.
- Onboarding
- Create and maintain relationships with the partner companies to ensure that resources are hired on in a timely manner
- Send onboarding template for all required resource onboarding information (PIA & IAP Forms, Rate, Billing Entity, etc…)
- Complete onboarding process for resources in Workday
- Submit Smart ticket requests for any additional accesses
- Request laptops
- Send welcome emails and credentials for logging in prior to Day 1
- Ensure that resources can submit their time and know how to use systems
- Create resources Kantata profile
- Create and maintain relationships with the partner companies to ensure that resources are hired on in a timely manner
- Offboarding
- Complete offboarding process for resources in Workday and Kantata
- Ensure that Ciena laptops/equipment are returned
- Working closely with the ITAM team
- Send offboarding templates to the partner company upon completion of last day
- Time Reporting System (Kantata) Administration/Prime
- Ensure that all timesheets are submitted weekly for all resources including;
- Unsubmitted
- Pending
- Rejected
- Unlogged time
- Work closely with all resources weekly/monthly regarding timesheets/PTO/vacation/leave time
- Ensure the time reporting is closer to 100% and make necessary follow-ups or escalations.
- Audit Kantata monthly to ensure accuracy;
- Job functions
- Utilization Targets
- Partner companies
- Resources are offboarded on the correct dates
- First point of contact for any questions regarding Kantata questions or issues
- First point of contact to handle Freshdesk tickets regarding Kantata
- Ensure that resources can submit their time and know how to use tool
- Liaison with Kantata directly - Weekly
- Laptops
- Prime for Ciena to work with the ITAM team in obtaining laptops/equipment back from external labor
- Assist in Recruitment Process
- Assist with contingent worker recruitment among partners
- Schedule interviews
- Communicate feedback
- Coordinate face to face access
- Reporting
- Assist with Audit process – Yearly and Quarterly
- Multiple different internal reporting requirements
- Partner hiring Including: tracking candidates, CV reviews, scheduling interviews, providing feedback
The Must Haves:
- Education:
- A degree in Information Technology, Business Administration, or a related field is preferred.
- Experience:
- Previous experience in a similar role, particularly in onboarding, offboarding, and user management.
- Familiarity with timesheet processing and IT equipment management.
- Skills:
- Strong organizational and multitasking abilities.
- Excellent communication and interpersonal skills.
- Proficiency in Kantata or similar tools, Microsoft Office Suite.
- Attention to detail and problem-solving skills.
- Ability to work across multiple teams
Assets:
- Certifications:
- Certification in IT support or resource management is a plus.
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to get relevant job alerts straight to your inbox.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.
