Specialist, Applications Job at Carnival Cruises (Miami)

Job Description

The Applications Specialist is responsible for overseeing the day-to-day administration and support of key Contact Center database applications, including Siebel, CTI, Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. This role ensures seamless user access, data integrity, and system functionality by managing database transfers, user provisioning and deprovisioning, and supporting training initiatives. The Specialist also plays a critical role in identifying and resolving technical issues, supporting monthly deployments through User Acceptance Testing (UAT), and maintaining effective communication with stakeholders across technical and non-technical teams.

Job Responsibility

Manage and respond to the Siebel Support inbox in an efficient and timely manner. Identifying, documenting, and resolving technical issues with system functionality, including advanced complex issues such as phone connectivity issues. Lead investigations, transfers, and ownership, managing CRM process flows, managing data conversion and technical inquiries.
Assist with User Acceptance Testing for monthly deployments by testing defects and enhancements and promoting these cases to a production environment.
Manage administrative tasks to support database applications used within the Contact Center including Siebel, CTI (Computer Telephony Integration), Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. Support with Siebel application by executing database transfers, initiating transfers for training purposes, and dismantling databases upon separation or promotion.
Assist with Siebel training initiatives or presentations as needed.

Requirements

Associate's Degree - Information Technology or related field
Minimum 1 year of application process flows experience or similar position
Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams) and other relevant technologies essential for this role
Experience with SQL, SAS, Siebel CRM
Industry Knowledge: Basic knowledge and understanding of the fundamental concepts, processes, trends and terminology related to database analysis.
Analytical and Problem-Solving: Good business judgment, troubleshooting, analysis, problem-solving, and decision-making skills
Communication: Good verbal and written communication skills for engaging with stakeholders and explaining concepts to both technical and non-technical stakeholders.
Prioritization: Ability to identify, prioritize, and articulate initiatives.
Cross-Functional Collaboration: Ability to work independently and with diverse teams to build consensus and achieve common goals.
Compliance and Legal: Comprehensive understanding of company policies and procedures, relevant laws, regulations, and compliance requirements.
Motivation: Inner drive to achieve goals and maintain a positive attitude
Social Skills: Proficient in building relationships and networks and navigating social complexities in the workplace.
Standard Position-related Skills: Good organizational, interpersonal, critical thinking, innovative reasoning, time management, and adaptability skills to effectively manage changing priorities with a high level of quality.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.Requires regular movement throughout CCL facilities.

What we offer

Health Benefits: Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
Financial Benefits: 401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year
director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits: Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus

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Specialist, Applications

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