Fidelio Application Support Analyst

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CAI is a global services firm with over 9,000 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 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

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 for Windows Server 2022 and workstations

• Perform basic Linux administration tasks

• 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

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 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

Preferred:

• ITIL certification or 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 [email protected] or (888) 824 – 8111.