CRM Systems Specialist

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute:

As a CRM Systems Specialist, you will play a pivotal role in optimizing our global Services organization's operations and technology processes, ensuring high-quality data integrity, insightful analytics, and seamless system enhancements. Reporting to the Director of Digital Innovation your responsibilities will span across system enhancement, quality assurance leadership, reporting, operational management, and data integrity.

System Enhancement & Requirement Definition:

• Collaborate with business stakeholders to define requirements and groom backlogs in Jira.
• Translate business needs into technical specifications for the CRM development team to ensure alignment with organizational goals.

Quality Assurance Leadership:

• Lead User Acceptance Testing (UAT) and regression testing cycles for new features and platform releases.
• Ensure all implementations are robust, effective, and meet specified business requirements.

Reporting & Analytics:

• Design, build, and maintain insightful reports and dashboards to provide visibility into operational performance, KPIs, and trends.
• Work closely with leadership to ensure analytics are actionable and drive decision-making.

Operational Management:

• Oversee core system functions to ensure efficiency and effectiveness in supporting the global Services organization.
• Identify and implement process improvements to optimize system operations.

Data Integrity:

• Drive data quality initiatives by conducting regular system checks to identify anomalies.
• Manage data cleanup efforts to ensure reliability and trustworthiness of organizational data.

The Must Haves:

• Bachelor’s degree preferably in Computer Science, Information Systems, Business Analytics, or related field
• Proven experience with CRM systems, particularly Salesforce, and familiarity with data reporting tools such as Power BI or Salesforce CRM Analytics.
• Strong knowledge of Jira or other Agile Lifecycle Management tool"
• Demonstrated expertise in data analysis, testing methodologies, and dashboard creation.
• Excellent problem-solving skills with a detail-oriented approach to maintaining data integrity.

Assets:

• Salesforce Administrator or Advanced Administrator certification.
• Experience in a global services or technology environment.
• Familiarity with Agile development methodologies.

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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.