Business Analyst, Support

Main responsibilities of the Shipboard Business Analyst, Support Coordinator is working with the Health Team and Product Teams to escalate and resolve issues to ensure Hotel Operations Product Portfolio systems are functioning correctly on Royal, Celebrity and Silversea fleet. The Support Coordinator provides guidance to the Health Teams on common issues for tracking with vendors and Product team.  The position helps identify, report, escalate, and document issues that move between Health and Product teams. Ability to work with multiple teams and conduct review sessions are a must.

• Creates and maintains issues reported through Health Team requiring Product Team involvement or solutioning. The issues may relate to a range of products and systems under the Hotel Services Product Portfolio.  The role is accountable for making decisions, providing consultation and being informed.
• Responsible for maintaining Service Now problem tickets and working with all teams for proper updates and escalations. The role is accountable for making decisions and executing actions.
• Conducts regular meetings with teams to stay engaged and updated on issues.  Attends other meetings to bring more information to teams. The role is accountable for providing consultation and being informed.
• Coordinates teams for large deployments where teams outside Health and Product are required including Linux, IT Security, DBA, Windows, or other resources are needed. The role is accountable for making decisions and executing actions.
• Conducts regular review of change tickets for the team and escalates when required to ensure timely resolution of changes. The role is accountable for making decisions and executing actions.
• Works with teams to determine best approach to maintaining, updating and escalating problem/change tickets for efficiency. The role is accountable for making decisions and being informed.
• Maintains knowledge of products the Hotel Services Product Portfolio which includes Oracle Hospitality Cruise (including interfaces, Security, Crew, Finance, Safety, Immigration, Reporting, Guest Services, & Embarkation modules), Print Shop, Gangway, Seapay self-service kiosks, Prepaid Gratuities, and CashPro.  Also, all associated hardware including printers, scanners, readers, tablets, encoders and maybe others. The role is accountable for being informed.
• Performs updates, lab testing, production support, troubleshooting and other reviews of product data or requests for change to determine best course of action. Then provides feedback to team members. The role is accountable for executing actions and providing consultation. The role is accountable for making decisions and executing actions.

INTERNAL/ EXTERNAL RELATIONSHIPS

List here the internal (company) and external (market) main interactions within and outside the organization, including the purpose of interaction and frequency.

The Shipboard Business Analyst, Support Coordinator is responsible for several meetings either to lead or participate in to enable communications between teams and progress issues to resolution.  These meetings include the below list.

• Lead weekly meetings with IT Shipboard Product Hotel Services Team to discuss problem tickets and update their status or determine next steps to resolve issues.
• Attend and participate in weekly IT Shipboard Health Team meeting where previous week’s and all open support issues are discussed. Responsible to identify items that need to be escalated to Product either as new problem or as part of a known issue on fleet to be added to existing problem ticket.
• Set up and lead changes involving multiple teams that need additional oversight to ensure all teams are on time and get their changes done in the open change ticket timeframe.
• Review and lead conversations with teams about change tickets nearing end of approved time frame to discuss if extensions are necessary.  If extension is required, this position will follow through to either create or ensure that extension is created and approved.
• Attendance and participation in vendor support calls to discuss all support tickets, defects, and code releases.  Updates to all open problems with status of vendor required.
• Attendance and participation in project calls related to Hotel Services Product Portfolio products with emphasis on support handover and documentation of open issues.
• Attendance and participation in lab support calls to ensure Product & Health Teams have working labs to use for investigation, troubleshooting and documentation purposes.
• Schedule and conduct ad-hoc meetings related to open support cases involving Product Team, Infrastructure, Revenue Support or other teams outside of Health Team.