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.

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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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.