Provisioning Ops Specialist

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

We are seeking a Provisioning Operations Analyst to join our SalesOps team, supporting critical operational activities related to provisioning, and PID creation. In this role, you will help us streamline provisioning processes, reduce error rates, and improve the overall customer experience. You will be an integral part of driving operational efficiency for our new federal provisioning team, collaborating with ThousandEyes Team members and ensuring customer satisfaction! 

What You’ll Do

• Provisioning Operations: Find and resolve issues in customer provisioning requests by investigating the root causes and implementing solutions. Work closely with account teams and engineering teams to address and fix any technical bugs related to our new provisioning processes. 
• Usage Monitoring and Reporting: Track customer usage to find cases where customers exceed their allotted limits. Advise the account teams when vital, build billing events, and help with resolving any disputes by conducting detailed investigations and providing clear documentation. 
• Product ID (PID) Creation & Management: Ensure the correct creation and tracking of product identification numbers (PIDs) to support consistency and efficiency across systems. 
• System Migration Support: Assist in transitioning customers to a new provisioning system by taking part in migration activities, resolving any issues that arise, and ensuring customers experience a smooth process. 
• Ongoing Operational Support: Handle manual provisioning tasks, keep licenses for customers requiring specialized compliance (e.g., FedRAMP), and lead all aspects of provisioning for all related customer accounts. 
• Cross-Team Partnership: Serve as a link between customer-facing teams like sales and account management, and internal teams like product and engineering to resolve issues quickly and improve the provisioning process.

Qualifications

• A Problem-Solver: You approach challenges systematically and creatively, finding efficient resolutions for complex issues.
• Diligent: You focus on both the big picture and the finer details, recognizing patterns and root causes to ensure detailed problem resolution.
• Collaborative: You enjoy working across teams and value open communication to achieve shared goals.
• Self-Starter: You take the initiative, seize opportunities for growth, and consistently demonstrate independence and motivation.
• Customer-Focused: You are passionate about delivering an outstanding customer experience by ensuring accuracy and timeliness in operational processes.
• Bachelor’s degree or equivalent experience in business, computer science, information technology, or a related field preferred.
• Must be authorized to work in the U.S. without sponsorship now or in the future.
• Minimum 1 year of experience in operational roles such as order management, sales operations, or system analysis.
• Knowledge of SaaS, hardware, software, and services commerce processes, as well as offer monetization models.
• Exceptional interpersonal skills (verbal, written, and presentation) for engaging with multi-functional teams and customers.
• Experience working in an agile delivery model is a plus. 

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

US – COMPENSATION RANGE – MESSAGE TO APPLICANTS

USD 74,400 - 94,200

Message to applicants applying to work in the U.S. and/or Canada: 

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.