Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Analyst, Service Delivery Applications to fill this role, which is based in our Seattle office. You’ll be responsible for working within the IT Service Delivery team and will be instrumental in improving the time to resolve issues related to application-based incident tickets. You’ll work collaboratively with the IT Support teams and L3/4 Application support to escalate issues as needed and track root causes for continuous improvement efforts.

Here’s a summary of what Holland America Line is looking for in our Analyst, Service Delivery Applications role. Is this you?

Responsibilities

• Monitor, track, analyze, diagnose, and escalate incidents and problems
• Monitor incident and problem queues
• Resolve basic incidents, escalate more complex incidents to specialized support teams
• Identify and analyze root causes of application service impact
• Ensure applications and their use are compliant to IT standards and policies
• Fulfil application-related service requests
• Issue, track and escalate service requests
• Apply low-risk, documented steps to adjust configuration as needed
• Perform business analytics tasks
• Generate and process metrics, statistics, trends
• Gather analytical data on current configuration sets
• Provide data-driven insights into driving actions and decisions upon request
• Create and maintain documentation and status reporting
• Create service delivery status reports and executive summaries for application performance, incident
• Create and maintain relevant knowledge articles related to application support, troubleshooting
• Attend meetings
• Participate in regular meeting cadence with relevant stakeholder and support teams
• Positively contribute to the success of the business from an IT Service Delivery perspective
• Report progress of ongoing initiatives to management
• Participate in a department on-call rotation (week-long, every 4 to 6 weeks)

Requirements

• A Degree in Information Technology / Computer Science
• Preferred certifications: ITIL, Comptia A+
• 2 years in Information Technology, preferred
• 2 years in Corporate Environment preferred
• 2 years in Data Analytics preferred
• Excellent knowledge of MS Excel including formulas and graphs
• Excellent presentation skills such as PowerPoint
• Working knowledge of application technologies such IIS, scripting, programming, databases (MSSQL or Oracle).
• Able to identify technical dependencies between various application and infrastructure components
• PMS and POS experience (Fidelio, Micros, Oracle) preferred
• Strong service delivery and customer service orientation
• Excellent written and oral communication skills
• Ability to communicate concepts in both technical and non-technical language
• Strong organizational skills with keen attention to detail
• Ability to analyze issues and normalize relevant information

Please note that this position can be 100% fully remote, US only

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $26.68 to $36.01. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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