{"id":2418864,"url":"https://alion.io/job/cai-fidelio-application-support-analyst","title":"Fidelio Application Support Analyst","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":26000,"period":"year","method":"role_country_seniority_unknown","sample_n":10},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"PagerDuty","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-07-03T00:00:00Z","employer_posted_date":"2026-07-03","last_verified_at":"2026-10-13T05:17:54Z","board_verified":true,"closed_at":null,"days_open":102,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":102},"description":"Fidelio Application Support AnalystReq number:\nR7798Employment type:\nFull timeWorksite flexibility:\nRemoteWho we are\nCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.\nJob Summary\nWe are looking for a Fidelio Application Support Analyst if you have strong experience in ticket and incident management and are looking for your next career move, apply now.Job Description\nWe are looking for an Fidelo Application Support Analyst to serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations. This position will be full-time and remote.\nWhat You'll Do\nServe as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations\n\nProvide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution\n\nCollaborate with vendors and internal teams to manage escalations and system updates\n\nProvide medium to expert-level support for Windows Server 2022 and workstations\n\nPerform basic Linux administration tasks\n\nMonitor system performance and ensure optimal uptime and reliability\n\nUtilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles\n\nAnalyze incident trends and system performance to identify root causes and improvement opportunities\n\nApply incident management principles to manage and resolve issues efficiently\n\nUse tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication\n\nWork closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support\n\nCommunicate clearly and effectively across technical and non-technical audiences\n\nStay current with emerging technologies and cruise industry trends\n\nDemonstrate flexibility and a willingness to learn new systems and processes\n\nProvide support across time zones and geographies\n\nBe available for occasional travel to ships or offices as needed\n\nWhat You'll Need\nRequired:\nProven expertise in the OHC (Fidelio) Property Management System is essential\n\nStrong knowledge of Windows Server 2022, workstation support, and basic Linux administration\n\nExperience with SQL Server, especially stored procedures and relational database concepts\n\nFamiliarity with ServiceNow, PagerDuty, or similar incident management platforms\n\nPreferred:\nCruise line experience in a similar role is strongly preferred\n\nITIL certification or similar process-oriented frameworks\n\nExperience supporting shipboard environments and hospitality systems\n\nExcellent analytical, problem-solving, and communication skills\n\nAbility to work independently and collaboratively in a fast-paced, global environment\n\nMultilingual communication skills are a plus\n\nPhysical Demands\nAbility to safely and successfully perform the essential job functions\n\nSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.\n\nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\n\nReasonable accommodation statement\nIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to  (888) 824 - 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