Job Description

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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.

As the KCS Process Analyst, your primary responsibility is ensuring effective implementation and adherence to Knowledge-Centered Service (KCS) principles throughout the Global IT Operations organization.

You will be pivotal in driving knowledge sharing, capturing, and creating practices that enhance support processes and improve the knowledge base. Your expertise will improve the organization\'s service and support functions promoting self-service.

This role will be critical in improving our organization\'s decision-making processes by providing actionable insights based on data-driven analysis.

Key Responsibilities:

KCS Process Oversight: Oversee the entire KCS process, ensuring that support teams consistently and effectively follow it.

KCS Best Practices: Promote KCS principles and best practices among support teams to encourage their active participation and knowledge contribution.

Quality Assurance: Establish mechanisms for systematic quality checks to verify the accuracy and relevance of knowledge articles.

KCS Metrics: Define and track key performance metrics related to KCS, including knowledge base usage, article quality, and user feedback.

Feedback Loop: Manage and improve a feedback mechanism to collect input from support teams, managers, and end-users for continuous process improvement.

Training and Onboarding: Develop and deliver training sessions to onboard new support teams and ensure they understand and adhere to KCS methodologies and practices.

Documentation and Process Improvement: Maintain up-to-date process documentation and recommend improvements to enhance KCS effectiveness.

Collaboration: Foster collaboration with cross-functional teams to facilitate knowledge sharing and ensure KCS principles are integrated into daily operations.

KCS Tools Management: Oversee the tools and technologies used for knowledge management, ensuring they meet the organization\'s evolving needs.

AI Integration: Develop and introduce AI-related initiatives to enhance knowledge sharing and creation, including intelligent automation and knowledge generation.

Basic Qualifications

At least 2-3 years of relevant experience in KCS principles and best practices.

Bachelor\'s degree in a related field: communications, computer science, management information systems, or business/communications with experience in technology.

Knowledge and experience with content structuring in XML / HTML / CSS.

Experience with data analysis and reporting

Exceptional command of the English language: written and verbal communication skills.

Have experience explaining technical concepts to non-technical audiences.

Detail-oriented professional with a focus on ensuring accurate and complete deliverables.

Ability to multi-task and prioritize demands.

Ability to work independently and as part of a team.

Preferred Qualifications

Have industry knowledge of the ITIL Framework.

Prior experience working on the ServiceNow Knowledge Module is a plus.

Basic skills related to MS tools (Excel, Word, and PowerPoint)

Must be a self-starter.

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.

Ciena