Senior Business Analyst, Repair/ Service Operations

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.

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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 important. 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:

Reporting to Director, IT Applications, as the Senior Business Analyst , you will be working as both a technical and a functional expert of Return to Repair process. You will be responsible for consulting, configuring and developing needed functionality within the Baxter Predict ( Prophet & Lynx) platform and coordinating with a team of internal and external developers to support the growth and sustainability of Ciena's Reverse logistics function. You will be responsible for demonstrating expert capability in building business relationships, gathering and clarifying business requirements, system analysis, translating requirements into low level design documents, system configuration, custom development, and partnering with other team members to carry forward system changes and enhancements through to production.

• Sr. Business Analyst is responsible for high and low-level design, development, testing and implementation for application solution sets within the RMA tools planning platform and processes ( Repair planning , Repair Operations , Reverse logistics & case management )

• Sr. Business Analyst is expected to assist in the design and configuration of Baxter's Prophet & Lynx platform to meet client needs, including Forward stock location planning , spair parts planning , customizations/enhancements to tool sets , and integration with existing & external systems

• Designs, configures and develops (delivers) application changes and drives integrations, reports, etc.

• Provides technical guidance and business functional consultation to internal and external developers on the overall solution approach, introduce best practices including technical validation of the approach during solution fit-gap analysis.

• Works directly with the business team to identify business needs and requirements, scope work effort, develops and implements solutions, and supports business process changes

• Effectively builds and maintains internal customer and peer relationships to support effective implementations

• Ensures that the new functionalities and implementations, including configuration changes, are setup and migrated to production following established release management processes

• Applies expertise to develop and implement innovative business solutions

• Suggests improvements within internal IT processes (documentation, month/qtr. end support, etc.) and able to implement these suggestions

• Support the implementation and deployment of Repair and planning platform , including user training and change adoption.

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 - with an ability to flex between the strategic and tactical, you 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 team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder - with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
• A commitment to innovation - you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• 7-10 years of experience as an SME in Return to repair operations with hands on experience of RMA tools

• Experienced in driving at least 2 Baxter implementation s end to end

• Experienced in configuration of custom workflow s , templates and events

• Proven skill set with Reverse logistics functions .

• Functional and technical experience of these processes: Repair planning , Repair operations & Case management

• Demonstrated competency in SQL query design and performance tuning

• Knowledge of Reverse logistics is a plus

• Integration design and development experience around applications using APIs and Open Interfaces.

• Ability to work and drive small to medium size project assignments (technical assessment, lead design sessions, effort estimates, work breakdown structures, Work packages, cutover plans) modules as a contractor, developer or business analyst.

• Must be comfortable in managing these conversations using web conferencing tools and collaboration technology in multiple time zones and geographies, as majority of the users and team members will be outside India.

• Must be able to travel internationally to US, Canada and Mexico to participate in meetings, training, conferences, etc.

• Overall 8-10 years of industry work experience including business systems analysis, solution design, and deployment of Repair planning & operation solutions , 5+ years of experience with Baxter Platform is a plus
• Good understanding of supply chain processes especially within the reverse supply chain area

#LI-BS1

Compensation and Benefits

The annual pay range for this position in Canada is 76,300 - 121,900 CAD

The annual pay range for this position in US is 88,100 - 140,700 USD.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.