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Analyst, Compliance in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 4/2/2019

Job Snapshot

Job Description

POSITION SUMMARY:

This position is responsible for the management of the GTO workflow tool ServiceNow, including but not limited to operational support, data support, reporting, and identifying trends, to be communicated to the Shore Ex Compliance Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manages and oversees the GTO workflow tool ServiceNow and provide all related support. 
  • Analyzes and monitors corrective actions provided by tour operators and ensures timeliness of ticketing system including, but not limited to, the creation of tickets and TO adherence to policy to ensure continuous improvement in documentation and guest safety.  
  • Analyzes daily Riskonnect report, Medallia, Siebel, and Survey Monkey responses ticketed and received in ServiceNow.
  • Assists GTO in training Compliance Team¿s Artificial Intelligence (A.I.) Model by verifying "Risk/Not a Risk" comments, adding appropriate label, and closing ticket (approx. ten tickets a day per port). 
  • Evaluates, documents and audits overall tour operator responsiveness and incident/comment frequency, and communicates to management. Provides analytics to management for distribution and follow up internally and externally. Escalates trends and anomalies.
  • Collaborates with account managers to improve the accountability of tour operators and guest safety.
  • Supports Legal and Risk Management in regards to legal cases and investigations. 
  • Proactively looks for process improvement opportunities within the department. Understands and uses system solutions to drive department efficiencies and improve safety.

 

Job Requirements

QUALIFICATIONS:

  • Bachelor¿s degree required.
  • Strong excel skills.
    Experience with ServiceNow platform preferred, however not required.
  • Ability to analyze large datasets and report relevant findings.
  • Written and oral communication skills and be able to work effectively with all levels of management, staff, and vendors.
  • Exceptional interpersonal and organizational skills.
  • Ability to work in fast-paced environment with multiple projects and priorities.

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