CRM Systems Specialist

As the CRM Systems Specialist at Ciena, you will play a crucial role in optimizing the global Services organization's operations and technology processes. Your responsibilities will include 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. **Qualification Required:** - 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. At Ciena, the company is committed to creating an inclusive environment where employees feel respected, valued, and heard. Ciena values diversity in its workforce and treats employees as individuals. Discrimination of any form is not tolerated. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If you need any accommodation measures during the job application process, please inform Ciena.,