Sr. Business Systems Analyst, CRM Evolution

The Ritz-Carlton Yacht Collection is an exciting extension of the Ritz-Carlton brand - redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of The Ritz-Carlton Yacht Collection your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day.

The Gold Standards are the foundation of The Ritz-Carlton. It is our philosophy and the standards which set us apart in our industry. This philosophy has earned The Ritz Carlton an enviable reputation as a global brand leader in instilling the very highest company values and culture across the organization. The Gold Standards are at the heart of that culture and consist of the following elements:

• The Credo
• Motto
• Three Steps of Service
• Service Values
• The 6th Diamond
• The Employee Promise

THE CREDO

The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal services and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

THE MOTTO

Service at The Ritz-Carlton Yacht Collection is an extension of The Ritz-Carlton motto - "We are Ladies and Gentlemen serving Ladies and Gentlemen."

This motto exemplifies the anticipatory service provided by all Ladies and Gentlemen.

The Ritz-Carlton Yacht Collection experience will be creating exceptional meaningful journeys that will redefine luxury at sea. With unparalleled hospitality that begins the second a guest reserves an experience, the Ladies and Gentlemen of the Ritz-Carlton Yacht Collection will deliver a level of service that has no equal, providing guests with gracious anticipated hospitality throughout every moment of their stay.

THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest's name.
2. Anticipation and fulfillment of each guest's needs.
3. Fond farewell. Give a warm good-bye and use the guest's name.

OUR SERVICE VALUES

1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

THE SIXTH DIAMOND

Mystique

Emotional Engagement

Function

THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

We invite you to explore The Ritz-Carlton Yacht Collection. The Ritz-Carlton Yacht Collection seeks an experienced Senior Business Systems Analyst.

JOB SUMMARY

The Senior Business Systems Analyst will be responsible for supporting the Request for Proposal (RFP) process for a Customer Relationship Management (CRM) system. This lady or gentleman will work closely with business stakeholders to gather requirements and translate them into technical specifications. The lady or gentleman will also collaborate with vendors and internal IT teams to evaluate and select the best-fit solution for the organization.

ESSENTIAL FUNCTIONS

• Work with business stakeholders to understand their CRM requirements and translate them into technical specifications
• Participate in the development and distribution of RFP for CRM system vendors
• Evaluate vendor proposals and conduct vendor demonstrations
• Work with internal IT teams to evaluate technical fit and compatibility with existing systems and infrastructure
• Conduct risk assessments and develop contingency plans
• Develop business cases and cost-benefit analyses for proposed solutions
• Collaborate with project managers to develop project plans and timelines
• Manage stakeholder expectations and communicate project progress and risks
• Provide ongoing support and maintenance for the implemented solution

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

COMPETENCY

Education:

• Bachelor's degree in Business Administration, Computer Science, or a related field.

Experience:

• Minimum of 7 years of experience as a business systems analyst or similar role
• Minimum of 2 years experience with cruise (preferred), travel or hospitality industry
• Experience supporting RFP processes for enterprise software solutions, particularly CRM systems
• Experience working within one or more Agile method and/or frameworks

SKILLS

• Strong understanding of CRM system, their application to cruise, hospitality and/or travel industry, their architecture and integration with other enterprise systems
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in a fast-paced, dynamic environment
• Adaptability to changes in project scope, timeline or budget, including the ability to make timely decisions to keep the project on track.
• Problem Solving, including timely and effective identification and resolution of project issue, whether technical, organizational, or interpersonal in nature.
• Communication skills, including interpersonal, written, and verbal.
• Excellent Microsoft Office / Microsoft 365 skills

Work Environment

• Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Occasional travel may be required to engage with remote stakeholders.

Expected Hours of Work

• The position is fulltime and frequently requires working additional time outside of normal business hours.

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