Business Systems Support Analyst (Project Hire/Temporary Assignment), Disney Cruise Line

Job Posting Title:

Business Systems Support Analyst (Project Hire/Temporary Assignment), Disney Cruise Line

Req ID:

10096276

Job Description:

“Disney Cruise Line is a world-renowned leader in hospitality and entertainment and has been recognized as the top cruise line for families. Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew, and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community.”

As a Business Systems Support Analyst (Project Hire/Temporary Assignment) for Disney Cruise Line, you will serve as a Subject Matter Expert (SME) providing both Production and Operational Support for the various systems and interfaces used by Travel Services for booking cruise reservations and associated package items. These systems are employed both shoreside and onboard our ships. Additionally, you will apply extensive knowledge of all Disney Cruise Line processes and systems, encompassing everything from guest interactions on our website to shoreside reservation systems and the entire cruise experience.

The Business Systems Support Analyst (PH/TA) will report to the Business Systems Support Manager, Systems Operations and sits in Celebration, FL.

*This role is a Project Hire/Temporary Assignment (PH/TA) that is expected to be 12 months in length; note the timeframe may shift based on business needs.

Responsibilities:

• Act as a liaison between Business Operations and Business Technology, providing information, content, test data, and guidance to support significant business planning and decision-making.

• Gather operational requirements for Travel Operations, the Contact Center, and other internal/external partners.

• Provide operational and sustainment support for Digital, Documentation, and special projects.

• Complete case and task work within defined service level agreements, prioritizing responsibilities related to projects and assigned sustainment support.

• Identify, track, and triage technical challenges of supported business applications in partnership with internal and external technology and vendor teams for end-to-end resolution.

• Perform and coordinate user acceptance testing of new system releases, incidents, outages, validation, and issue resolution.

• Communicate issues, incidents, new releases, and outages effectively and timely.

• Capture requirements, design, build, and manage business rules within applications.

• Provide appropriate systems access within established guidelines and perform access audits to comply with strict SOX/PCI Security controls.

• Support shoreside Cast Members and third-party partners, providing guidance and triaging Disney Cruise Line Digital Experience from a pre-cruise perspective.

• Depending on assignment, travel domestically and internationally, accounting for less than 10% of the working year if required.

• Be available 24/7 and provide rotational on-call support, including nights, weekends, and holidays. On-call support may require immediate action, escalation, oversight, and maintained engagement until impact resolution is achieved.

Basic Qualifications:

• 2+ years in business operations, business technology, or a related field with technical systems experience, preferably in cruise or travel-related applications such as Seaware, OARS, and Fidelio, with a willingness to learn new applications.

• Strong knowledge of Microsoft Office applications, with experience in reporting tools such as Business Objects and Tableau.

• Proven ability to develop and update Standard Operating Guides, documentation, manuals, policies, and procedures, and collaborate with Training teams to support various business lines.

• Solid attention to detail in managing service level agreements, performing user acceptance testing (UAT), and ensuring compliance with security controls such as SOX and PCI.

• Proficient in communicating technical issues, incidents, and updates clearly and promptly to various partners, especially in high-pressure situations.

• Self-starter thriving in a dynamic, ever-changing environment, consistently meeting deadlines.

• Excellent planning, organizing, and project management skills, with the ability to work independ