Fidelio Application Support Analyst **Req number:** R6272 **Employment type:** Full time **Worksite flexibility:** Remote **Who we are** CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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 right—whatever 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** As the Application Support Analyst, you will be assigned in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. **Job Description** We are looking for an **Application Support Analyst** to serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations. This position will be **full-time** and **remote.** **What You'll 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 You'll 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 application.accommodations@cai.io or (888) 824 – 8111.