Application Support Analyst

Req number:

Employment type:

Worksite flexibility:

Who we are

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

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

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 or (888).