Analyst - IT Operations

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.

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What will you do at Ciena?

Ciena is seeking an experienced, motivated, and talented Telecom Expense Management (TEM) Analyst to join our IT team in North America/EMEA. This role focuses on network management, mobility escalations, reporting, and process optimization. You will play a key role in supporting employees, managing telecom/network inventory, and driving data-driven decision-making through reporting and automation.

As part of Ciena's innovative and fast-paced IT environment, you will collaborate with internal stakeholders and external vendors to ensure seamless operations, cost efficiency, and service excellence across network and mobility services.

Primary Responsibilities:

Laptop, Mobility and Telecom Support:

• Managing IT asset lifecycle: planning, procurement, receiving, deployment & disposal.
• Leverage existing tools to enable Hardware Asset Management and identify opportunities for continuous service improvement.
• Support employees and the TEM provider in ordering mobile devices, laptops, and other hardware, including plan changes and transitions between personal and corporate accounts, through to return or disposal.

• Manage escalations related to mobility services, ensuring timely resolution and employee satisfaction.
• Maintain and optimize telecom/network inventory, ensuring accuracy and alignment with billing data. Raising, managing and escalating disputes with vendors as required.

Financial, Reporting and Analytics:

• Review invoice detail against contracts, trending and other KPI's to ensure billing is correct and expected
• Perform audits to monitor, maintain and update a high level of inventory accuracy and integrity for Ciena IT assets, both in office and offsite.
• Manage and audit inventory for laptops in your region, ensuring the team has what they need, on time, to be successful.
• Support accruals, budgeting and forecasting.
• Monitor SLA and KPI performance to drive continuous improvement in processes and vendor management.
• Analyze spend trends and variances across various views to identify opportunities for cost savings and efficiency.

Documentation and Communication

• Regularly review and update process documentation to reflect changes in policies, procedures, and technologies.
• Develop and maintain processes, policies, standards, systems, and measurements that help Ciena effectively manage both on a daily and long-term basis its IT assets with regard to cost, control, risk, compliance, and business performance objectives.
• Collaborate with internal IT teams to research, recommend, and implement hardware and service purchases and configurations to meet client needs and ensure compatibility with Ciena systems and architecture.

Experience / Skills Required

Technical Expertise

• Process oriented with strong financial acumen, attention to detail
• Good understanding of hardware asset management and its alignment with IT operations.
• Strong data analytics and use of Excel, Power BI, Pivot Tables, Oracle, and TEM platforms, with the ability to generate and interpret reports effectively.

Problem-Solving and Communication

• Excellent troubleshooting skills with the ability to resolve escalations and billing discrepancies efficiently.
• Strong communication skills for effective collaboration with stakeholders and vendors.

Personal Attributes

• Detail-oriented while maintaining a big-picture perspective to understand key trends and business impacts.
• Self-starter capable of managing competing priorities and working collaboratively in a dynamic IT environment.
• Comfortable working in a fast-paced, growing organization with exposure to a wide range of technologies.

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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 anEqual 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.