Fidelio Application Support Analyst - Remote Eligible

Fidelio Application Support Analyst

We are seeking a highly skilled and adaptable Senior Analyst, Product Health (Application Support) to join our global IT team. This role is pivotal in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. The ideal candidate will bring cruise industry experience, technical depth, and a proactive mindset to ensure seamless operations across our fleet.

Job Description

Position Summary: We are seeking a highly skilled and adaptable Senior Analyst, Product Health (Application Support) to join our global IT team. This role is pivotal in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. The ideal candidate will bring cruise industry experience, technical depth, and a proactive mindset to ensure seamless operations across our fleet.

Shape Key Responsibilities:

• Application Expertise & Support: Serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations. Provide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution. Collaborate with vendors and internal teams to manage escalations and system updates.
• System Administration: Provide medium to expert-level support for Windows Server 2022 and workstations. Perform basic Linux administration tasks (nice to have). Monitor system performance and ensure optimal uptime and reliability.
• Database & Analytics: Utilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles. Analyze incident trends and system performance to identify root causes and improvement opportunities.
• Incident & Problem Management: Apply incident management principles to manage and resolve issues efficiently. Use tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication.
• Collaboration & Communication: Work closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support. Communicate clearly and effectively across technical and non-technical audiences.
• Continuous Learning & Adaptability: Stay current with emerging technologies and cruise industry trends. Demonstrate flexibility and a willingness to learn new systems and processes.
• Travel & Global Support: Provide support across time zones and geographies. Be available for occasional travel to ships or offices as needed.

Shape Qualifications

Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience). Cruise line experience in a similar role is strongly preferred. Proven expertise in the OHC (Fidelio) Property Management System is essential. Strong knowledge of Windows Server 2022, workstation support, and basic Linux administration. Experience with SQL Server, especially stored procedures and relational database concepts. Familiarity with ServiceNow, PagerDuty, or similar incident management platforms. Excellent analytical, problem-solving, and communication skills. Ability to work independently and collaboratively in a fast-paced, global environment.

Shape Preferred Skills

ITIL certification or similar process-oriented frameworks. Experience supporting shipboard environments and hospitality systems. Multilingual communication skills are a plus.

Reasonable accommodation statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.