KEY RESPONSIBILITIES
Provide production support and enhancements for the E2K Reservations systems. The role investigates and resolves application issues, supports new functionality, develops test scripts and use cases, and works with technical resources and business stakeholders to maintain reliable customer systems.
- Support production applications and provide first- and second-level support for software applications. Executing
- Analyze issues in existing software and coordinate with technical resources to resolve defects and service issues. Executing / Consulting
- Write and execute comprehensive test scripts and use cases to validate application functionality and changes. Executing
- Implement new functionality and assist with application enhancements as required by the business. Executing / Consulting
- Train and support new staff members to strengthen overall team capability and knowledge sharing. Consulting / Executing
- Assist with migrations, standards, administration, and other job-related duties assigned by supervisor or management. Executing
QUALIFICATIONS AND EDUCATION
Minimum of 2 years of experience in customer software support, troubleshooting, and system testing. Degree or equivalent experience in Computer Science or a related field required.
- Experience supporting software applications and applying the software development life cycle.
- Ability to develop use cases, test scripts, and IT documentation for systems and processes.
- Strong analytical, logical problem-solving, and troubleshooting skills.
- Excellent written and verbal communication skills with professionalism across business touchpoints.
- Attention to detail, dependability, urgency to satisfy customers, and strong interpersonal skills.
- Flexible, adaptable, and eager to learn new systems and processes; experience in an international environment beneficial.
- Flexible working hours and ability to travel when required.
INTERNAL/ EXTERNAL RELATIONSHIPS
Internal relationships include Call Center agents across Royal Caribbean and Celebrity Cruises, business stakeholders, technical resources, new staff members, and IT management. Interactions focus on application support, issue resolution, testing, documentation, training, migrations, and project-related support. Frequency is ongoing and based on production support and project demand. External relationships include contractors and vendor resources supporting E2K Reservations.
