Fidelio Application Support Analyst

Req number: R6272

Employment type: Full time

Worksite flexibility: Remote Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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 As the Application Support Analyst, you will be assigned in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System.

Job Description

We are looking for an Application Support Analyst to s erve 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 or – 8111.