System User Support Analyst

Windstar Cruises•Miami, FL

About The Position

We are seeking a driven System User Support (S.U.S) Analyst to support the Seaware reservations platform and subsidiary systems and interfaces. The position works closely with many departments to oversee the end-to-end use of the reservations platform, including testing, product development, configuration and business rules management. The position is actively involved in the triaging, planning, design, training, and partnering with the Product Owner while liaising and partnering with internal Seaware business units supporting the reservations system.

Requirements

3-5 years of experience working with Seaware
Proven experience with testing, product development, software configuration, use case definition and requirements gathering.
Agile Development: Demonstrate familiarity with agile development processes and possess knowledge of scrum methodology.
Application Environments: Understand the usage and versions of all Seaware environment(s).
Internal and External Usage
Current Dev, Test, Int & Train environments
Ability to convert business requirements into technical specifications.
Excellent ability to communicate both verbally and in a written format is critical to the success of any individual in this position due to the amount of documentation and training required.
Experience with Jira or similar tools.
Strong analytical skills, including success criteria and data-driven decision-making.
Post-launch analytics experience.

Responsibilities

Communication & Coordination: Facilitate communication regarding roadmap items, support metrics, and report on the impact of our roadmap. Ensure development timelines are understood and achieved.
Business Alignment: Ensure business requirements align with our roadmap strategy and drive the successful execution of projects.
Collaboration: Work with business units to gather and validate requirements, translating them into actionable items for the roadmap.
Documentation: Ensure all roadmap items have supporting documentation and decision-making archives. Oversee vendor system documentation and the catalog of company internal system documentation and application knowledge to ensure that it conforms to the current state and use of the application.
Discovery & Dependencies: Facilitate discovery processes to identify and document requirements, ensuring development dependencies are understood and communicated with WSC IT and external vendors.
Timeline Management: Monitor development timelines, identify potential delays, and work with Seaware business teams to mitigate risks. Provide regular updates to stakeholders.
Operations Research: Conduct thorough research to support various operational needs, analyze findings, and provide actionable insights.
Security & Compliance: Monitor and enforce compliance with multiple industry and government data security and data privacy mandates including PCI-DSS, GDPR, CCPA, and others. Assists in the testing of Seaware environments supported by Windstar and Xanterra IT to address updates as well as security vulnerabilities identified by the Infrastructure & Security team.
Reporting: Triage, test and maintain reporting requirements and the reporting change list, and work with WSC IT and corporate resources to monitor the backlog and validity of requests.