Fidelio Support Analyst at Kforce Inc

Posted in Other 23 days ago.

Location: Miami, Florida

Job Description:


Kforce has a client seeking a Fidelio Support Analyst in Miami, FL (Florida).

The Fidelio Support Analyst position will perform application support functions related to the client's property management system. Responsibilities will include but are not limited to supporting the Property Management System.

Responsibiliites of the Fidelio Support Analyst:

  • Fidelio Support Analyst will manage and resolve Help Desk incidents (Level 1 and 2)

  • Respond to customer issues via phone, email, and computer chat

  • Document customer interactions and resolutions

  • Deploy content updates for the ship's property management system

  • Fidelio Support Analyst will proactively monitor and resolve issues for the property management system

  • Understand the product's technology stack

  • Understand the interdependencies between the product and other products within the enterprise

  • Fidelio Support Analyst will create and maintain relevant product documentation

  • Willing to work the 24/7 duty phone support on a rotating basis


  • Bachelor's degree preferred, or equivalent combination of education, training, and experience

  • 2 - 4+ years with Oracle Hospitality Cruise experience

  • Experience with Remedy, Service Now, or similar issue tracking systems

  • Experience with the Atlassian Product Suite (Jira and Confluence)

  • Crystal Reports

  • Strong written and verbal communication skills

  • Prior experience in a customer service and support

  • Cruise & Hospitality relevant experience

  • Possess exemplary problem solving and organizational skills

  • Ability to organize and prioritize multiple tasks, and to work with interruptions

  • Experience supporting Windows based servers, workstations, printers, mobile devices, etc.

  • Understands the basic Fidelio Oracle DB table structure

  • Comfortable creating, running, and evaluating SQL queries and scripts

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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