Job Description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!

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The Global Training Resource Coordinator is responsible for Global scheduling of Instructor-led training sessions and labs utilizing Wallchart centralized booking tool. The idea candidate will be very detail oriented and able to work with a global delivery team, while providing top-notch customer support to account teams, learners and instructors when needed. This role's primary task is work with global delivery managers to advise and schedule future training and lab bookings. The scheduler should have high attention to detail to ensure that all pertinent information is noted into the booking to ensure downstream teams gain access to accurate data regarding training.

This position often interacts with a variety of teams within Ciena and also has the ability to work directly with our customers to help them with their training needs. The Global Scheduler is an integral part of the Ciena Learning Services team. The right candidate will not only have great attention to detail but works well with a variety of different groups within Ciena and can work hard to support our customers with their training needs.

Regular tasks include:

• Create Proposed schedule in Wallchart (Scheduling tool)
• Offer insights and advice on how to better our training processes using existing tools or potentially new tools
• Analyze a variety of resources, including an Instructor agility matrix and lab requirements to determine course booking details
• Maintain Wallchart as the primary system of record for all bookings and data around the class.
• Send out proposed session dates, times and locations to all parties; work with them to reschedule if needed.
• Work with Learning Support team to ensure that students are properly enrolled in the correct courses; send rosters as needed
• Work with Finance team to ensure that rosters are uploaded properly for accounting
• Process reschedule requests received from customer and RTM
• Update labs as required by instructor (additional requirements, connection issues, downtime)
• Monitoring of schedules to ensure sessions have been accepted/confirmed/roster receipt
• Follow up with RTM on missing details (quote, customer acceptance, missing roster) required to confirm the booking
• Track and submit updated rosters to support team as roster changes are received from the customer
• Attend account team calls as required
• Wallchart administrator - create new accounts as required
• Create Training PO's in Oracle.
• Create and send web ex invitations to enrolled students for each instructor. Rosters are downloaded from Totara and entered into web ex tool

Regular Reporting tasks, include:

• Pull data on sessions that are missing rosters each week
• Run Wallchart report- used to schedule web ex sessions
• Generate attendance reports to customers requesting student attendance

Skills:

Experience using a scheduling tool is a plus

Experience in Resource management, customer support/service, and managing payments/invoices

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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.