• Support the analysis, configuration and continuous improvement of contact centre platforms including CRM, IVR, ACD and associated reporting tools.
• Support the systems used by the Trade Sales team — partner CRM, Salesforce, enquiry and case management, sales reporting, and partner-facing self-service and support channels.
• Work with Trade Sales stakeholders to understand agent, tour operator and partner workflows, and translate the friction in those workflows into prioritised product improvements.
• Assess how proposed changes affect both the direct contact centre channel and the trade channel, and surface conflicts early.

Quality assurance and testing

• Review documentation to understand testing requirements, test environments and objectives.
• Outline test scenarios and develop and execute test plans and test cases to confirm products meet acceptance criteria and quality standards; conduct peer review of test cases.
• Identify test data needs and work with the appropriate teams to ensure data is available throughout the testing phases.
• Coordinate testing of supported applications in line with the project plan, ensuring business-as-usual regression coverage as well as new functionality.
• Coordinate and facilitate UAT sessions with stakeholders, gather feedback, and document issues and enhancement requests.

Operational support

• Provide first- and second-line support to business users on assigned software applications.
• Research reported problems fully, assess business impact, and prioritise resolution accordingly.
• Provide or coordinate resolution of issues in line with agreed SLAs.
• Monitor progress of open calls and keep users and other interested parties informed.

Reporting, documentation and adoption

• Track and analyse product performance metrics to confirm solutions, meet business objectives and deliver value to users.
• Create and maintain reports, dashboards and visualisations that communicate product performance and insight to stakeholders.
• Create and maintain comprehensive product documentation, including user guides, release notes and training materials.
• Provide training and support to contact centre agents, trade sales teams and partner-facing users to drive successful adoption.
• Remain current with industry and operational trends to advise and advocate solution approaches that meet growing business needs.
• Perform other duties as required. This job description does not state or imply that these are the only duties to be performed by the employee occupying this position; employees may be required to perform other job-related duties as assigned.

Qualifications / Skills

• A bachelor's degree in Computer Science, Information Technology, Business Administration or a related discipline is preferred. A business degree is acceptable where the candidate has a strong technical background.
• 2–4 years' experience in a product analyst, business analyst or systems analyst role, preferably within a contact centre or IT environment.
• Demonstrable experience gathering and documenting business and technical requirements.
• Experience across software development and testing lifecycle, including customer software support, troubleshooting and system testing.

Technical and domain

• Familiarity with contact centre technologies such as CRM systems, IVR, ACD and related platforms.
• Exposure to trade or B2B sales systems — partner CRM, enquiry and case management, or sales and commission reporting — is strongly preferred.
• Knowledge of the Travel and Hospitality industry and its distribution channels.
• Experience with agile methodologies and tools such as Scrum, Kanban and Jira.
• Proficiency in data analysis tools and techniques, including SQL and Excel.
• Familiarity with JIRA platform and incident management / ITSM platforms.
• Understanding of business process reviews, use cases and process flows.

Personal attributes

• Strong analytical, logical problem-solving and methodical process-driven skills.
• Effective communicator. Clear, articulate writing and speaking skills, able to interact with and be understood at all levels and across varied teams.
• Collaborator and business liaison. Follows through on commitments and is known as a trusted business partner, able to work with people at all levels of responsibility across IT and the wider organisation.
• Able to coordinate analysis and problem-solving across many individuals and reach consensus on solutions.
• Organised, efficient and accountable. A keen eye for detail, able to multitask, re-prioritise and consistently meet deadlines while managing several projects at once.
• Able to work under pressure and to tight deadlines, with a sense of urgency to satisfy the customer.
• Passionate, motivated and eager to learn. Resourceful, asks smart questions, challenges the status quo and regularly seeks to understand.
• Flexible and adaptable to change, with experience working in an international environment an advantage.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance and more relevant details to answer any additional questions.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, colour, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

#LI-MB4