IT Service Management Analyst in Miramar, FL at Royal Caribbean Cruises Ltd.

Date Posted: 9/16/2020

Job Snapshot

  • Employee Type:
  • Location:
    Miramar, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Under the direction of the Senior Manager, IT Service Management, this position will contribute to the strategic objectives of the IT Service Management organization by facilitating and executing on various ITSM tasks supporting an ITIL-based ITSM process framework. This includes developing advanced ServiceNow reports and dashboards, development of service solutions and other process documentation, as well as providing audit oversight of existing service delivery. The position will work closely with both business partners and cross-technical teams, ensuring that key stakeholders and subject matter experts are engaged as needed. This position is additionally responsible for managing problems from creation through resolution following established processes.

Essential Duties and Responsibilities:

  • Leads business process and workflow analysis and creates documentation
  • Creates performance reports and conducts metrics analysis utilizing ServiceNow Performance & Analytics
  • Engage in working sessions with internal and external stakeholders to derive service solutions to ensure that the proposed solution fulfills all requirements
  • Performs business process improvement and optimization
  • Identify opportunities for process improvements
  • Perform management and analysis of problems, coordinate with Subject Matter Experts (SMEs) as necessary, and document findings (i.e. compile data, update Service Now records, and develop known error documentation); work with technical teams to ensure incidents have proper problem statements as necessary.
  • Schedule and run Root Cause Analysis meetings
  • Conduct trend analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, departments, hardware types etc.; communicate with IT support groups to review recurring Problems and press for final resolutions or escalate as needed.
  • Facilitate Corrective Action Reviews for Major Problems
  • Update and maintain the Known Error Database to ensure accurate Known Errors are documented and available to staff


Job Requirements

Qualifications, Knowledge, and Skills:

  • 1-3 years’ experience in the information technology industry
  • Bachelor's degree in Computer Science, Information Systems, Engineering or related major; preferred but not required; OR an equivalent combination of education and experience:
    • Required Licenses Or Certifications
    • ITIL v3 Foundations Certification
    • Project Management Certification is a plus
  • Extensive experience with:
    • Highly resilient systems
    • Distributed systems
    • Service-oriented architectures
    • One or more of the following: JAVA, Python, Ruby, C#
    • Linux, Unix, and Windows operating systems internals and administration (filesystems, inodes, system calls) and networking (e.g., TCP/IP, routing, network topologies)
    • Configuration management (Chef, Ansible, Puppet)
    • Shell scripting (Bash, powershell, or Batch)
    • One or more CI tools (Team City, Jenkins, Concourse)
    • Algorithms, data structures, complexity analysis and software design
    • Public Cloud (Amazon Web Services or Google Cloud Platform)
    • Object/Block storage
    • Hybrid cloud
  • Required Knowledge of:
    • Strong command of ITIL core processes and principles.
    • Understanding of how IT service management supports and enables the business
  • Experience with the ServiceNow application and using Performance & Analytics
  • Ability to identify key data elements needed for accurate and insightful reporting
  • Data Visualization and Reporting.
  • Eliciting and documenting requirements.
  • Analyzing and validating requirements.
  • Methods and techniques of evaluating requirements and conducting cost benefit analyses.
  • Principles of business letter writing and basic report preparation.
  • Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
  • Ability to communicate effectively
  • Positive team participation skills
  • Strong organizational, written, and communication skills
  • Ability to multitask and adapt to quickly changing priorities
  • Work Environment:
    • Normal office working environment Mon – Fri, 09:00am to 06:00pm
    • Participate in a 7-day/24-hour on call rotation schedule

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, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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