Specialist, SUS

The Systems User Support (SUS) Specialist is responsible for executing predefined test cases, supporting routine system inquiries, and assisting with basic testing and validation activities within Carnival Cruise Line’s reservation systems. This role focuses on learning core systems, understanding contact center workflows, and accurately following established procedures while escalating complex issues to more senior team members.

Essential Functions:

• Execute predefined test cases for reservation system applications, including Carnival Navigator, Carnival.com, GoCCL, and supported distribution platforms, using designated testing tools.

• Log defects and document test results accurately following established guidelines and escalation paths.

• Respond to and resolve routine system inquiries from Sales & Guest Services and Travel Operations using documented procedures.

• Support testing activities for minor system enhancements and defect fixes under guidance.

• Maintain awareness of applicable policies and procedures governing system use and testing activities.

Knowledge, Skills & Abilities:

• Scope: Operates within clearly defined processes and procedures, focusing on routine and repeatable testing and support activities. Scope is limited to specific applications or tasks, with close guidance and oversight from senior team members.

• Problem solving: Resolves common, well‑defined issues using documented steps. Escalates non‑standard or complex system problems with appropriate information and documentation.

• Impact: Supports day‑to‑day contact center operations by ensuring timely execution of testing tasks and accurate handling of routine system inquiries, contributing to stable system performance.

• Leadership: Demonstrates professionalism, reliability, and willingness to learn. Contributes as a supportive team member by following standards, seeking feedback, and building functional knowledge.

Qualifications:

• High School Diploma required, Associate's Degree preferred

• 1 year of experience in Sales/Guest Services Contact Center, or Travel Operations

• In-depth knowledge of reservations systems such as Carnival Navigator, Carnival.com, GoCCL, and Global 

• Distribution Systems such as Sabre Cruises, Amadeus, Revelex. 

• Proficiency in MS Word, MS Excel, and MS PowerPoint.

• Proven leadership and analytical skills.

• Excellent verbal and written communication skills. Aptitude to learn new technologies. 

• Ability to work with minimal supervision.

• Displays professional demeanor in interactions with customers and peers etc.

• Troubleshooting skills, attention to detail. 

• System savvy and expertise.

• Ability to translate technical information to end users in an easy-to-understand fashion. 

• Demonstrate strong analytical skills to properly document, classify defect rank, and prioritize.                 

Travel: No or very little travel likely

Work Conditions:  Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 

  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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