Analyst, Software iGBS Offshor

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.

FINANCIAL/QUANTITATIVE RESPONSIBILITIES

N/A. No financial responsibilities, budget ownership, revenue accountability, or quantitative responsibilities are identified for this role in the source job description.

COMPARABLE POSITIONS/PEERS

There are currently no other analysts in this role.

HOW HAS THE JOB CHANGED/GROWN

Job responsibilities remain consistent with the current role scope.

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.

PHYSICAL REQUIREMENTS

N/A. No physical demands are identified for this role in the source job description.

WORKING CONDITIONS

Flexible working hours are required to support global markets, with the ability to travel when necessary. The role requires adaptability in a changing production support and project environment.