Fidelio Application Support Analyst

We are looking for anApplication Support Analystto serve as the primary technical expert for the OHC (Fidelio) PMS supporting shipboard and shoreside operations.This position will befull-timeandremote.

What Youll Do

• 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 forWindows Server2022 and workstations

• Perform basicLinux administrationtasks

• Monitor system performance and ensure optimal uptime and reliability

• Database & Analytics

• UtilizeSQL Serverfor diagnostics and support with a focus onstored proceduresandrelational databaseprinciples

• Analyzeincidenttrends and system performance to identify root causes and improvement opportunities

• Incident& Problem Management

• Applyincident managementprinciples to manage and resolve issues efficiently

• Use tools such asServiceNowand/or PagerDuty forticketing 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

What Youll Need

Required:

• Cruise line experience in a similar role is strongly preferred

• Proven expertise in the OHC (Fidelio) Property Management System is essential

• Strong knowledge ofWindows Server2022 workstation support and basicLinux administration

• Experience withSQL Server especiallystored proceduresandrelational database concepts

• Familiarity withServiceNow PagerDuty or similarincident managementplatforms

• Excellent analytical problem-solving and communication skills

• Ability to work independently and collaboratively in a fast-paced global environment

Preferred:

• ITIL certificationor similar process-oriented frameworks

• Experience supporting shipboard environments and hospitality systems

• Multilingual communication skills are a plus

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.

• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor