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

Job Posting Title: Business Systems Support Analyst, Disney Cruise Line-Adventures by Disney-National Geographic Expeditions Req ID: 10136526 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 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

experience:

s 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

experience:

s. 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

experience:

s. 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:

,

education:

al opportunities, and special extras that only Disney can provide. Learn more

about:

our

benefits:

and perks at https://jobs.disneycareers.com/

benefits:

Job Posting Segment: Commercial Strategy Job Posting Primary Business: Customer & Trade

Experience:

• BSM Primary Job Posting Category: Business Operations (General) Employment Type: Full time Primary City, State, Region, Postal Code: Celebration, FL, USA Alternate City, State, Region, Postal Code: Date Posted: 2025-12-03 Learn more

about:

us.