Fidelio Application Support Analyst
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Before you apply
LocationManila - One World Square
Work moderemote · Philippines
Typefull-time
SeniorityMid
Company size5,001–10,000 people
PostedJul 3, 2026 · 4mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Proven expertise in the OHC (Fidelio) Property Management System
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
Cruise line experience in a similar role
ITIL certification or similar process-oriented frameworks
Experience supporting shipboard environments and hospitality systems
Excellent analytical, problem-solving, and communication skills
Ability to work independently and collaboratively in a fast-paced, global environment
Multilingual communication skills
Skills
Windows Server 2022
Linux
SQL Server
ServiceNow
PagerDuty
Fidelio PMS
Fidelio Application Support Analyst
Req number:
R7798
Employment type:
About the role
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 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
We are looking for a Fidelio Application Support Analyst if you have strong experience in ticket and incident management and are looking for your next career move, apply now.
Job Description
We are looking for an Fidelo Application Support Analyst to serve 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
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Serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations
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Provide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution
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Collaborate with vendors and internal teams to manage escalations and system updates
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Provide medium to expert-level support for Windows Server 2022 and workstations
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Perform basic Linux administration tasks
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Monitor system performance and ensure optimal uptime and reliability
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Utilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles
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Analyze incident trends and system performance to identify root causes and improvement opportunities
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Apply incident management principles to manage and resolve issues efficiently
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Use tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication
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Work closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support
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Communicate clearly and effectively across technical and non-technical audiences
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Stay current with emerging technologies and cruise industry trends
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Demonstrate flexibility and a willingness to learn new systems and processes
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Provide support across time zones and geographies
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Be available for occasional travel to ships or offices as needed
What You’ll Need
Required:
•
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
Preferred:
Nice to have
•
Cruise line experience in a similar role is strongly preferred
•
ITIL certification or similar process-oriented frameworks
•
Experience supporting shipboard environments and hospitality systems
•
Excellent analytical, problem-solving, and communication skills
•
Ability to work independently and collaboratively in a fast-paced, global environment
•
Multilingual communication skills are a plus
Physical Demands
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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 [email protected] or (888) 824 – 8111.