Application Support

Application Support

Req number:

R6379

Employment type:

Full time

Worksite flexibility:

RemoteWho 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 a Support Analyst, you'll be part of our Philippines-based Application Support Center, providing expert assistance for the Oracle Hospitality Cruise (OHC) property management system. You'll collaborate with global teams, apply your technical and analytical skills to resolve complex issues, and contribute to delivering seamless support experiences in a fast-paced, international environment.

Job Description

We are looking for a Support Analyst to provide application support for the Oracle Hospitality Cruise (OHC) system and related technologies. In this role, you will troubleshoot complex technical issues, manage incidents, and collaborate with global teams to ensure system stability and timely issue resolution. This position is ideal for individuals with strong analytical and problem-solving skills who are eager to grow in a dynamic, 24/7 global support environment. This position will be full-time and remote.

What You'll Do

• You will be trained by our experienced team to become proficient in OHC and other cruise-specific technologies. Your primary responsibility will be to provide application support to shipboard and shoreside users, ensuring timely resolution of incidents and maintaining system stability

• Provide Tier 2 and Tier 3 support for Oracle Hospitality Cruise (OHC) and related applications

• Perform real troubleshooting by applying structured methodologies such as CompTIA Troubleshooting process — not just referring to documentation

• Use available documentation as a guide but rely on critical thinking and problem-solving to resolve complex or undocumented issues

• Engage in major incident management, including participation in voice bridge calls for critical (P1-Critical) incidents and Microsoft Teams chat for high-priority (P2-High) incidents

• Communicate effectively with shipboard IT teams and shipboard users via MS Teams and email to understand and resolve issues

• Document incidents, troubleshooting steps, and resolutions in the ticketing system (ServiceNow)

• Collaborate with global support teams and escalate issues when necessary

• Participate in testing and validation of application updates and patches

• Contribute to knowledge base articles and supportbdocumentation

What You'll Need

Required:

• Associate's or bachelor's degree in computer science, Information Technology, or a related field

• Strong analytical and problem-solving skills, with the ability to think critically and troubleshoot beyond standard procedures

• Excellent English communication skills, both written and verbal.

• Willingness to work in a 24/7 support environment, including shifts and weekends as needed

• Ability to remain focused and calm during high-pressure incident scenarios

Preferred

• Exposure to enterprise applications or IT support environments

• Familiarity with incident management tools and processes

• Experience with hospitality or travel industry systems is 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.

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