Support Specialist

Job Description

This role will support the implementation of the One Ocean platform across more than 90 ships within the fleet, acting as the first line of support for implementation and user-related issues. On a day-to-day basis, they will troubleshoot problems related to system configuration, functionality, and user adoption, working closely with shipboard and shoreside stakeholders to identify root causes. The specialist will be responsible for documenting findings, analyzing trends, and presenting detailed issue summaries and recommended solutions to the development team for resolution. They will also assist with testing, user support, training efforts, and tracking issues through completion to ensure a successful rollout and ongoing adoption of the platform.

Skills and Requirements

• 1-3+ years of Help Desk, Service Desk, or Application Support experience
• Strong troubleshooting skills and experience with ticketing systems (ServiceNow, Jira, etc.)
• Experience supporting enterprise applications, user access, and Microsoft 365 tools (Outlook, Teams, Excel)
• Excellent communication skills with the ability to support and train end users
• Strong problem-solving skills, attention to detail, and ability to document and escalate issues appropriately
• Experience within the cruise, maritime, logistics, or transportation industry
• Exposure to environmental, compliance, regulatory, or risk management systems
• Experience creating user guides, knowledge base articles, or conducting end-user training Familiarity with software implementations, system rollouts, or change management initiative

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].