Job Description

Are you eager to uncover an innovative model of IT Service support for the onboard systems of our cruises? Are you prepared to dive into a sea of analytics and innovations?

We're in search of an IT Support Service Specialist capable of providing high-quality and efficient day-to-day support to our staff and customers on all Onboard IT services and applications. In this role, you will have the opportunity to support internal stakeholders and continually improve our services by requesting and acting upon customer feedback, implementing best practices, and looking for opportunities to run all IT processes more efficiently.

Who we are:

Welcome to our global community! We take pride in our diverse community of over 20,000 professionals from 70 different countries and cultures. At Costa, we believe in open communication, positivity, and support. We foster an environment built on trust and transparency, where everyone's voice is heard.

How you’ll live your ambition:

Within the IT Operation Support Service team at our Genoa HQ , you will be responsible for the service request, incident, and problem management processes, with a special focus on onboard applications and systems. You will have the opportunity to monitor the performance of the service support provided to internal and external customers by our vendors, and to propose and implement new best practices.

Demonstrate your passion

• As a subject matter expert, you will act as a focal point between internal clients, the Service Desk, other IT teams, and suppliers for the onboard area.

• You’ll supervise the escalation process between the 1st, 2nd, and 3rd Levels.

• Thanks to your passion for new trends and improvements, you will have the opportunity to guide continuous improvement, driving both internal and external stakeholders.

Get things right

• You’ll ensure smooth handling of tickets. In particular, you will monitor that they are categorized correctly, procedures are documented, tickets are assigned to appropriate personnel, root causes and resolutions are tracked, and reports are provided.

• Perform monthly Incident Trend Analysis and vendor performance reviews.

• You’ll be the Incident Commander in case of critical disruptions in the production environment.

What makes you unique

• Your journey began with a bachelor's degree in Computer Science or Information Technology, and you have already gained approximately 3-5 years of experience in IT Support.

• Experience with ticketing, workflow, and monitoring tools (preferably ServiceNow and Dynatrace).

• Exceptional ability to provide technical support and troubleshooting.

• Experience with the ITIL framework, including documenting processes and monitoring KPIs and performance metrics.

• A proactive approach to identifying areas for improvement and performance bottlenecks.

• Ability to keep up with technical innovations and trends in IT support.

• Strong interpersonal and communication skills. Excellence in teamwork comes naturally to you, inspiring others to give their best.

• As a global citizen, you embrace diversity and communicate fluently in English.

Why Costa

• Each day, you'll have the opportunity to engage with different stakeholders, giving a significant impact on the IT Support service for our fleet.

• You'll be part of our IT Department, having the opportunity to engage with an international and innovative environment. This is a unique opportunity to explore the boundaries of IT in the shipping and maritime industry.

• You'll be located at our Genoa offices, where our strategies pulse to life and our ships set sail. Plus, you'll have the flexibility to work remotely, adding an extra layer of freedom to your experience.

Diversity Equity & Inclusion

Costa is like a world within a world. Shipboard and shoreside, we are an extraordinary melting pot of different backgrounds, experiences, ages and cultures. Each of us brings unique insights and perspectives. All of us are valued and respected for who we are. Costa is a global community where everyone belongs.

Join us, let's set sail on an unforgettable journey together. Apply today to drive success and live your ambition!

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