The Site Reliability Engineer position within the IT CRM area will focus on key system aspects that have interactions with our guests, travel partners, and multiple business areas across the RCG brands. The business areas of focus include loyalty and casino, customer service, and sales and marketing. The teams have responsibilities in our U.S. and international corporate offices and contact centers, as well as shipboard.

The position is a part of a team that is crucial to the maintenance of our CRM systems and the day to day activities to sustain operational readiness. These activities include resolving issues related to guest information, supporting data research and analysis on customer issues, assisting contact center agents with inquiries, monitoring ticket submissions and job schedules, and provisioning accounts. The team also interacts with the CRM engineering and analyst resources to assist with the delivery of application enhancements and defect fixes.

This team member will be required to maintain effective communication with shoreside counterparts, various business units and multiple IT teams. They will need to coordinate work efforts related to troubleshooting and resolution of product defects.

Essential duties and responsibilities include:

• Proactively monitor and review application and infrastructure performance
• Triage system issues and apply defined protocols to resolve
• Find ad-hoc solutions when encountering non-standard incidents
• Communicate incidents and solutions accurately, clearly, and effectively in writing and on the phone across teams
• Use tools to extract data from primary and secondary sources
• Create and maintain operational runbooks
• Resolve account issues while working with various administration teams
• Monitor scheduled jobs to ensure successful performance
• Work with programmers, engineers and analysts to identify process improvement opportunities
• Contribute to overall product roadmap
• Verify operational readiness
• Handle on-call and emergency support
• Work on feature requests, defects and other development tasks

Additional duties that are data focused include

• Perform data research and analysis on customer activity across systems
• Run queries based on scenarios to investigate customer problems and propose solutions
• Conduct analysis to assess quality and meaning of data
• Identify patterns in data sets to help address core issues
• Manage data protocols for SOX and GDPR compliance
• Utilize database and application tools to execute updates on guest information

• 2+ years experience in an IT environment as an software engineer, support engineer or analyst with a working knowledge of software support, troubleshooting and system testing
• Degree or equivalent experience in area of computer science, engineering or related discipline
• Strong technical foundation including structured programming, structured system analysis and design methods
• Able to formulate, communicate and implement technical solutions
• Understanding of relational database concepts, strong SQL knowledge
• Proven ability to collaborate with technical peers
• Demonstrate a degree of creativity with strong analytical and problem-solving skills
• Strong ability to study business processes
• Robust customer/team interaction skills
• Excellent verbal and written communications skills
• Detailed oriented
• Ability to multi-task in a fast-paced environment
• Ability to work independently and comprehend issues with limited information and documentation
• Aptitude to read and interpret technical documents and effectively present information for one-on-one and small group situations.
• Experience in the following areas is a plus:
  • Prior project work with CRM solutions and management of customer data
  • Knowledge of Siebel software
  • Oracle database capabilities
  • ServiceNow application experience
  • Postman API platform
  • Business intelligence reporting

Meets expectations for defined deadlines within budget, schedule and quality

Track accurate work hours in Vision where appropriate

Understands and participates in IT estimation activities, including developing timelines for certain problem resolution efforts

Please refer to job description.