Customer Systems User Support Analyst
Location
United States
Posted
3 days ago
Salary
Not specified
Seniority
Mid Level
Job Description
Role Description
We are looking for an amazing Analyst, Customer Systems User Support to fill this role, which is based remotely. This position provides Tier II system user support and leads User Acceptance Testing (UAT) for key customer-facing platforms used across multiple HAGroup brands. Supported systems include POLAR, POLAR Online, POLAR Vision, princess.com, Siebel, more than 50 e-business channels, and various related applications. The role is responsible for analyzing system issues, tracking and reporting results, and supporting Commercial initiatives that require system enhancements or changes. This position collaborates closely with colleagues across HAGroup brands, works directly with Commercial leadership, and partners with IT Business Analysts and development teams to ensure system readiness and optimal performance.
Responsibilities
- Provides advanced (super-user) system support to Commercial and Operations teams, travel agency partners, and external vendors for system issues impacting Princess, Cunard, CUK, CAU, and Carnival Asia offices.
- Supported systems include: POLAR, POLAR Vision, Siebel (CRM, Telemarketing, Analytics), CRS/GDS platforms, more than 50 API partner integrations, and web-based booking tools such as POLAR Online, POLAR Vision, OneSource, and princess.com.
- Provides technical and user-experience support for Commercial initiatives requiring updates to POLAR and Siebel.
- Collaborates with Commercial and Finance middle management to understand the intent and objectives of each project.
- Partners with IT Business Analysts and developers to define and refine coding and system requirements.
- Conducts User Acceptance Testing (UAT) across all customer-facing systems.
- Coordinates and collaborates with department leaders across all brands on POLAR-related system changes.
- Develops comprehensive test plans and scripts (including regression test plans) for all system updates and enhancements.
- Serves as a Subject Matter Expert (SME) for the POLAR system.
- Investigates and analyzes system issues, providing Tier II triage support to all departments and brands using shared platforms.
- Creates SNO/Jira tickets for unresolved issues and communicates resolutions and updates back to the business once issues are addressed.
- Participates in pre-release (POLAR) analysis and coordination for non-Commercial projects.
- Supports Business Analysts and department leaders by providing input on and reviewing business specification documents.
- Contributes user-experience expertise as part of cross-functional IT teams to ensure system enhancements align with business needs.
- Documents all test results in compliance with SOX guidelines.
- Provides key input and support to the Training department by supplying information needed to develop training materials for users affected by system enhancements or changes.
- Creates and maintains ad hoc reports and analyses for various departments using Tableau Desktop and Business Objects.
- Coordinates with multiple departments to test upstream and downstream systems connected to POLAR.
- Performs other duties as assigned.
Qualifications
- High School Diploma/GED required
- Associate's Degree acceptable
- Bachelor’s Degree acceptable
- Equivalent experience is also considered
- Understanding of User Acceptance Testing (UAT)
- Strong written and verbal communication skills
- Ability to work in a structured environment
- Intermediate proficiency in MS Word and Excel
- Experience using POLAR (minimum 3 years)
- Experience with Business Objects, including query building and analysis
- 3 years of experience in the travel industry
- 2 years in one of the following: Help Desk, Groups, Customer Relations, or Commercial Support
- QA score over 90% for the most recent 6-month period
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Rewards & Incentives
Job Requirements
- High School Diploma/GED required
- Associate's Degree acceptable
- Bachelor’s Degree acceptable
- Equivalent experience is also considered
- Understanding of User Acceptance Testing (UAT)
- Strong written and verbal communication skills
- Ability to work in a structured environment
- Intermediate proficiency in MS Word and Excel
- Experience using POLAR (minimum 3 years)
- Experience with Business Objects, including query building and analysis
- 3 years of experience in the travel industry
- 2 years in one of the following: Help Desk, Groups, Customer Relations, or Commercial Support
- QA score over 90% for the most recent 6-month period
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Rewards & Incentives
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