Business Systems Support Analyst, Disney Cruise Line-Adventures by Disney-National Geographic Expeditions

“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 for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions, you will play a key role in ensuring the systems that power our guest experiences run seamlessly. You will serve as a Subject Matter Expert across a variety of commercial and booking platforms used both shoreside and onboard, helping to maintain system reliability, support daily operations, and guide future enhancements. In this role, you will partner closely with business teams, technology groups, and external vendors to translate operational needs into system solutions and support the delivery of projects that improve our digital and reservation experiences. Your ability to balance evolving priorities, understand interconnected systems, and represent the needs of our Guests, Cast, and Crew will directly contribute to the success of our global travel businesses.

The Business Systems Support Analyst will report to the Business Systems Support Manager, Shoreside and sits in Celebration, FL.

* This is an on-site role based in Celebration, FL and relocation will not be available for this position.

Responsibilities:

• Troubleshoot system issues, triage incidents, coordinate fixes with Technology and vendor partners, escalate when needed, and ensure continuity across reservation, commercial, and digital systems for DCL, AbD, and NGE.

• Manage both project tasks and sustainment duties within defined SLAs, using tools such as JIRA to track progress, communicate priorities, and provide transparent updates to partners and leadership.

• Act as a key connector between Business Operations and Technology teams by sharing requirements, test data, business context, and guidance for decision-making and long-term planning.

• Collect operational requirements from Travel Operations, the Contact Center, shoreside partners, and external stakeholders; translate them into actionable system, integration, and process needs.

• Support end-to-end project delivery by reviewing requirements, contributing to solution design, preparing test scenarios, participating in development discussions, and assisting with implementation.

• Perform and coordinate UAT for new releases, outages, fixes, and system updates; validate results and document outcomes to ensure successful deployment.

• Monitor the health of commercial systems and integrations, manage business rules within applications, perform access audits, and maintain system access in compliance with SOX/PCI standards.

• Draft and deliver clear, timely communication regarding issues, incidents, outages, system releases, planned maintenance, and guest or crew impacts.

• Assist shoreside Cast Members and third-party partners by troubleshooting digital pre-cruise issues and providing guidance on reservation and account-related challenges.

• Leverage business knowledge and data insights to identify system gaps, recommend improvements, and support enhancements to commercial systems and operational workflows.

• Engage regularly with business stakeholders, Technology partners, vendors, and other cross-functional teams to ensure alignment on requirements, strategy, timelines, and system behavior.

• Create and maintain Standard Operating Guides (SOGs), process documentation, and project materials to support training, system usage, and operational consistency.

• Participate in the 24/7 on-call rotation, responding to incidents during nights, weekends, and holidays and staying engaged until full resolution is achieved.

• Travel domestically or internationally as needed.

Basic Qualifications:

• 2+ years of experience in the travel industry or a related field, with exposure to shoreside, shipboard, or business systems; preferably with strong technical knowledge of contact center operations and travel-related platforms (e.g., Seaware, OARS, Fidelio, Peak 15, Quickbase, Silverwhere, Jira) and the ability to quickly learn new systems.

• Demonstrated experience planning, organizing, and leading technical projects while balancing operational support responsibilities.

• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and experience with reporting tools such as Business Objects, MicroStrategy or Tableau.

• Proven ability to create and maintain Standard Operating Guides, documentation, manuals, policies, and procedures, collaborating effectively with Training teams across business lines.

• Strong project management skills, including organizational and presentation abilities, with exceptional attention to detail.

• Analytical, problem-solving, and decision-making skills with a coordinated and precise approach to troubleshooting complex technical or operational issues.

• Ability to manage and balance operational workload with project responsibilities, smoothly shifting between strategic objectives and day-to-day operational needs.

• Excellent oral and written communication skills, capable of conveying technical issues, incidents, and updates clearly to diverse stakeholders, including in high-pressure situations.

• Self-starter who thrives in a dynamic, fast-changing environment, consistently meeting deadlines.

• Effective at partnering, influencing, and collaborating at all organizational levels, both with technical and non-technical teams.

• Analytical skills to capture requirements, design solutions, and manage business rules within applications.

• Flexibility to work nights, weekends, or holidays and willingness to travel domestically or internationally as needed.

• Travel may be required for this role.

• Possess a valid Passport.

Preferred Qualifications:

• 5+ years technical systems experience (Seaware, OARS, Fidelio, Peak 15, Quickbase, Silverwhere, Jira) or similar project management methodologies.

• Knowledge of DCL, Adventures by Disney, and National Geographic Expeditions products/services.

• Prior leadership experience, preferably within Disney.

• Experience supporting Digital Disney experiences.

• Familiarity with Disney Account-related systems, including Guest Services Suite (GSS), Vincent, Axis, and My Disney Experience (MDX), XML and file transfer protocol (FTP’s) experience.

• Proficiency with SAP, report-writing tools, and property management systems.

Required Education:

• Bachelor's Degree or equivalent work experience.

Preferred Education:

• Master's Degree or equivalent work experience.

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.