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Systems Engineer

2 months ago

Miramar Miramar, United States Royal Caribbean International Full time
Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group's Onboard Guest Experience Team has an exciting career opportunity for a full time Systems Engineer reporting to the Product Manager .

This position will work on-site in Miramar, Florida .

Position Summary

This is a full time, hourly position based in Miramar, FL and reporting to the Product Manager. The System Engineer evaluates products, systems, hardware, and software to ensure they are free of defects and meet the quality standards of the clients' needs and preferences. The position will perform various functions inclusive of application engineering, hardware support, hardware maintenance, review of new technology, lab set up, and many other duties as dictated by support of the systems and products in the Product Portfolio. The Product Portfolio includes applications from Oracle Hospitality Cruise, Onboard Software, in-house written applications and others.

The Systems Engineer is responsible for defining, configuring, supporting, installing applications and systems to support Product Portfolio. Knowledge of infrastructure and hardware technologies for broad spectrum of devices is a must. This knowledge should include networking, wireless, operating systems, mobile, monitoring, scripting, troubleshooting and other technologies as deemed necessary to support Product, production, lab, staging, development or other environments and projects. Ability to develop roadmaps and think long-term in the support of the Product Portfolio is required. Ability to work with multiple projects and teams to support Product Portfolio is also required.

Essential Duties and Responsibilities
  • Exhibit subject matter expertise on the low-level design of a product
  • Understand the product's entire technology stack
  • Understanding relational database fundamentals and working knowledge of the product data model
  • Understand the interdependencies between the product and other products within the enterprise
  • Configuration and testing of the system at the RCL headquarters lab environment and onboard the fleet
  • Supporting the end users through UAT cycles, support escalations, business partner meetings, project deliverables or other
  • Physical installation of the system in the lab or onboard the fleet production environments; travel approximately 25% or more depending on product and/or project scope.
  • Business and end user support through project stabilization & operational support
  • Support of development & test lab environments
  • Create and maintain relevant product documentation including build, requirements, functional, buy list, troubleshooting or other documentation
  • Other assignments as needed by Manager to support the system, projects and business partners
  • Knowledge and experience troubleshooting networks, firewalls, IPs, NATs, APIs, interface technologies or other connective devices or technologies
  • Participates in product and project launch planning and execution.
  • Compiles list of common tools and techniques to measure reliability and availability of all services to maintain systems in most efficient and functional state.
  • Ensures ongoing compliance with quality and industry regulatory requirements, IT Security requirements, and any other compliance authorities, both internal and external to RCG.
  • Ability to describe problems, service needs and associated solutions as need to maintain systems at peak operational modes.
  • Recommend, implement and monitor preventative and corrective actions to ensure quality assurance standards are achieved and maintained.
  • Configuration and testing of the application at headquarters or onboard the vessels including such activities as:
    • Develop and execute test plans to ensure that all objectives are met.
    • Use Jira(Agile Software) to record and document test plans and provide results on a Jira dashboard to all stakeholders on a timely basis.
    • Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.
    • Identify and remedy defects within the testing process.
    • Draft quality assurance policies and procedures.
  • Physical installation of the application and/or hardware in the vessels' production environments.


Position Requirements
  • Management of a product back log of defects and enhancements
  • Digesting requirements & user stories
  • Estimation of incoming technology requests and cost/benefit analysis
  • Context Definition and Solution Sketching
  • Maintaining a relationship and driving a schedule with product vendors
  • Execution and evolution of the product road map
  • Building test cases to evaluate nonfunctional requirements
  • Ensures there is accurate and current documentation of all existing and new products
  • 3rd Level Production Support
  • Stays abreast of trends in the marketplace to ensure the product's competitive position.
  • Knowledge of SQL and ability to create ad-hoc statements
  • Reporting experience, preferably with Crystal Reports, or other technologies that interface with databases
  • Familiarity with mobile technologies including Apple IOS, Android, or other as required for the product and business requirements dictate.
  • Knowledge and experience with Windows OS to support installing images, identifying issues with Group Policy, working with infrastructure & other teams to correct network or local OS issues.
  • Experience and extensive knowledge of printers, RFID, magstripe, wireless, tablets, handheld devices or other peripheral type technologies in order to troubleshoot, install, configure, support and recommend new technologies to solution user stories and challenges encountered.


What We're Looking For
  • Excellent written and verbal communication
  • Adept at learning new Relational database models
  • Proficiency with MS Excel, including VLookup and Pivot tables, Reporting (Crystal preferred) and other database tools (Toad\SQL Developer)
  • Proficiency in generating complex SQL queries and scripts. Primarily Oracle.
  • Demonstrate flexibility during times of change and ability to adjust to shifting priorities, demands and timelines.
  • Adept at independently conducting research and understanding when escalation to a manager is appropriate and escalating in a timely manner.
  • Ability to learn, understand and apply new technologies independently and with training.
  • Self-motivated and able to work independently, as well as in a team environment.
  • Sensitivity to an environment which may collect and maintain data relevant to GDPR, PCI, PII regulations.
  • Preferred Skills & Technology Experience:
    • Application Software Delivery Life Cycle, Implementation, and Support: 5 years
    • Relational Databases & SQL: 5 years
    • Crystal Reports Writing: 1 years
  • Preferred Cruise & Hospitality Relevant Experience:
    • Crew management
    • Guest arrival/departure operations
    • Financial/Night Audit processes
    • Front desk operations
    • Governmental manifest regulations relative to cruise operations
    • Maritime safety processes
  • Experience with application development & support team with system integration


Technical Competencies
  • Describes characteristics and phases of software product lifecycle.
  • Solicits and summarizes customer feedback and experiences.
  • Participates in creating functional and technical Product Requirements Documents (PRDs).
  • Participates in product launch planning and execution.
  • Works with vendor(s) to enhance the product.
  • Maintains standards within the product.
  • Creates & maintains documentation for business counterparts, projects, Health team, and Product Team.


Product Health
  • Identifies different types of testing procedures used in reliability engineering.
  • Compiles a list of common tools and techniques to measure reliability and availability.
  • Organizes variable data used for product health metrics; assists in the analysis of data.
  • Participates in the review of product design to ensure reliability standards are met.
  • Works with Health teams to ensure proper troubleshooting and maintenance is being performed.
  • Works with support teams to ensure proper escalations, SLAs, & documentation standards are kept.


Software Product Installation & Support
  • Describes common problems, service needs and associated solutions.
  • Identifies key resources and tools for installation and support activities.
  • Explains & documents standard activities for software installation and support.
  • Helps install and support products both shoreside and shipboard.
  • Assists with product installation, configuration, integration & support.
  • Follows & documents standard procedures to troubleshoot installation and operational issues.


Qualifications and Education
  • Bachelor's degree in computer science, information systems or a related field
  • 1 - 3 years of experience as a Systems Engineer, Application Support Specialist, Applications Engineer, or similar
  • Proficiency in the use of analytic tools
  • Ability to prioritize & escalate effectively
  • Excellent oral and written communication
  • Ability to work with multiple teams to achieve a common goal
  • Experience with troubleshooting, configuring, and testing software and hardware applications
  • Strong computer skills and knowledge of databases and applications
  • Ability to create simple SQL statements to troubleshoot, configure & support systems
  • Experience with mission critical, 24x7 systems


Desired Skills
  • 2 or more years of experience working with Oracle Hospitality Cruise software
  • 2 or more years working in Cruise industry or with cruise technologies
  • 4 or more years working with peripheral devices like printers, tablets & scanning devices.
  • Prior help desk experience may be beneficial
  • Proven ability to collaborate with and achieve actionable results in a team, plus the ability to build strong and sustainable relationships, and the capability to interact with stakeholders from all departments
  • Ability to think strategically and drive ideas into action, with a positive outlook and willingness to take personal initiative


Physical Demands

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations, may travel domestically/internationally, and may be required to lift 25+ pounds.

Work Environment

Candidate will be required to travel up to 25% or more. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office.

Travel Description

Position would require 25% or more travel both locally, domestically and internationally. Duration could be 1 day to 1 month per trip, occasionally more.

Standard work week

Our normal business hours are 9 am - 5 pm M-F. All candidates must be available to work those hours. Work is performed mainly at the Miramar, FL office and candidate must be able to work onsite as dictated by company policies. Weekend and overtime work may be required while not traveling. When traveling, work will include weekend and overtime work.