MAST Support Analyst

The Support Analyst role is critical in providing exceptional service and support to the MAST global community across all Carnival Corporation brands on both ship and office based locations.
The role requires a confident self-motivated individual with great interpersonal skills and a significant focus on customer service, the ability to communicate proficiently across a broad range of end users. Experience in incident management lifecycle and delivering solutions, knowing when to escalate and identify opportunities for improvement are an essential part of this role. As is documenting key solutions for the Knowledge Base.
Working as part of the MAST Global Support team, an international team of colleagues around the world, we work closely and collaborate regularly supporting each other and the Analyst must be able to adapt to working in an international team environment. Flexible with working hours to meet the business needs.

Essential Functions:

• Acting as the first point of contact for all Carnival Corporation MAST incidents and requests received. To log, resolve or escalate incidents using Service Now, following agreed procedures.
• To provide triage as appropriate, ensuring incidents are resolved as quickly as possible or relevant information is captured and basic remedial action is completed. Liaise with team members to identify appropriate levels of escalation where necessary.
• Ensure incidents/requests are routed to the appropriate service resolver group or external service provider and ensure ownership is established.
• Maintain the MAST Knowledge base by documenting issues and the identified resolution. Contribute to building user guides for the MAST Ecosystem applications, updating the master documents in the global library when required.                          
• Supporting the MAST Global Support team with Azure DevOps tickets including raising, investigating, testing and actioning work items assigned to you.                                        
• Performs other duties as assigned.

Qualifications: 

• High School Diploma or GED required
• Experience of working in a busy multi discipline frontline system support environment.
• Experience in AMOS or other Asset Management Systems.
• Knowledge of Transact SQL (T-SQL) language.
• Service Now platform experience.
• Incident, problem and change management experience.
• Previous experience of Microsoft Office 365 products including Outlook and Teams.
• Excellent communication skills with the ability to convey technical information to non-technical stakeholders.
• 1+ years cruise and/or travel industry preferred.
• Experience of ITsynch, Mimic or ShipServ applications/infrastructure.
• Experience in a service orientated role and demonstrated ability to deliver outstanding service in a busy environment.
• Working knowledge of ITIL practices and a Ticket/WorkFlow management system. Eg. ServiceNow.
• Ability to document processes and carry out administration functions.
• Experience of industrial planned maintenance systems.
• SQL database technology experience.
• Strong compliance adherence attitude.

Knowledge, Skills and Abilities:

• Scope:
  • This role is part of the MAST Global Support Team who provide front line support to colleagues across all Carnival Corporation brands both ship and shore as well as external vendors/suppliers. In the day-to-day role you may be dealing with our colleagues in the UK then Germany or Miami, a colleague in the middle of the Pacific Ocean or Mediterranean. This also extends to our team located in the US, Europe, Asia and South America, providing a follow the sun support model for all ships and offices. Due to this some work beyond normal business hours or on weekends may be required occasionally to support business needs, projects or operations.
• Problem solving: 
  • Methodical and logical approach to locate root cause, ability to be proactive in identifying efficiencies and opportunities within the MAST Ecosystem.
  • Interrogating SQL databases to aid investigation.
  • The ability to engage with end user colleagues at all levels of seniority within Carnival Corporation brands, the ability to understand the issue as described and find a path for resolution.
  • Understand the structure of the global team and the Incident and Request processes, to identify the correct method for resolution of issues.
  • The ability to analyze reports and incident trends, identify the best way to reduce trend impact either from training delivered by the brand trainers or enhanced end user guides.
• Impact:
  • Role requires coordination of dependent departments, including Technology teams of the various brands.
  • Where required, liaise with operating lines to share knowledge and best practice.
  • Support Analysts play a key role as the face of the MAST Global Support Team. The outcome of an Analysts work leads to improved colleague satisfaction with their support needs.
  • The execution of vital processes including Incident and Requests with internal and external parties enables business outcomes.
  • Identify improvements to ways of working, repeat incidents, better use of Technology.       
• Leadership:
  • A key member of the team, with involvement in a number of processes, support a range of stakeholders.
  • Deliver a customer and service focused ethos.
  • Support and deliver effective engagement and communications.
  • Knowledge:  Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
  • Skills:  Strong time management and organizational skills
  • Abilities:  Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Physical Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

Travel: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site preschool program and wellness center at our Miami campus

#LI-EJ1

#LI-Hybrid