• Provide enterprise level technical and functional support for Ivanti Enterprise Service Manager products to global customers, partners and internal staff through troubleshooting and diagnosis • Participate in the continuous improvement of Ivanti products, solutions and platforms • Make use of phone and remote access tools appropriately • Maintain team goals and objectives • Work as part of a team to progress customer cases • Ensure customer communication is timely, maintained and appropriate • Participate in and promote the creation and consumption of knowledge • Follow and contribute to the continuous improvement of support processes • Maintain technical expertise to support customers and self-develop • Participate in focus activities as required – such as backlog reduction, mentoring or coaching of others

SWIVEL is seeking a talented individual who will be responsible for designing, implementing, and optimizing support operations and service delivery models. This role will design and implement scalable processes, optimize systems, drive automation, and manage cross‑functional partners. The Support Operations Specialist ensures support operations evolve with SWIVEL’s strategic objectives, partnering with frontline teams to deliver efficient and effective customer support. The role manages key programs, processes, and resources that improve customer experience, accelerate team performance, and drive operational excellence. Why you'll love this role: As a Support Operations Specialist, you’ll drive the delivery of complex, cross‑functional programs that define how SWIVEL supports customers at scale. You’ll lead process innovation, operational transformation, and client support experience improvements that materially elevate both customer satisfaction and internal efficiency. You’ll be at the heart of transforming how we support our customers, designing smarter processes, optimizing tools, and driving innovation that empowers both our customers and our support teams. Essential duties include the following: - Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. - Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. - Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. Translate business needs into technical requirements and ensure the voice of the customer is represented. - Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. - Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. - Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. Implement governance models, feedback loops, and continuous improvement processes. - Other duties as assigned. Serious candidates will possess the minimum qualifications: - Bachelors degree in Business Administration, Finance, Management Information Systems (MIS), or related fields. - Minimum of five (5) years of generalized experience in customer support, support operations, or service design, with a proven track record of leading cross-functional initiatives. - Minimum of two (2) years of specialized experience in the financial institution industry, a SaaS or technology industry, or project management. - Ability to think strategically while maintaining a hands-on approach to problem solving. - Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills. - Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm. - Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint and SaaS applications. - Able to lift 10 - 20 lbs. of binders, paper, and/or files. - Able to sit for long periods of time while executing computer applications, speaking with clients or providing assistance to team members. SWIVEL offers*: - Competitive overall compensation package - Work/Life balance - Employee engagement activities and recognition awards - Years of Service awards - Career enhancement and growth opportunities - Leadership Academy and Mentor Program - Continuing education and career certifications - Variety of healthcare coverage options - Traditional and Roth 401(k) retirement plans - Lucrative Wellness Program *Based upon employee eligibility Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone. We are looking for an amazing Analyst, Customer Systems User Support to fill this role, which is based remotely. This position provides Tier II system user support and leads User Acceptance Testing (UAT) for key customer‑facing platforms used across multiple HAGroup brands. Supported systems include POLAR, POLAR Online, POLAR Vision, princess.com, Siebel, more than 50 e‑business channels, and various related applications. The role is responsible for analyzing system issues, tracking and reporting results, and supporting Commercial initiatives that require system enhancements or changes. This position collaborates closely with colleagues across HAGroup brands, works directly with Commercial leadership, and partners with IT Business Analysts and development teams to ensure system readiness and optimal performance. Here is a summary of what Princess is looking for in its Analyst, Customer Systems User Support. Is this you? Responsibilities - Provides advanced (super‑user) system support to Commercial and Operations teams, travel agency partners, and external vendors for system issues impacting Princess, Cunard, CUK, CAU, and Carnival Asia offices. Supported systems include, but are not limited to: POLAR, POLAR Vision, Siebel (CRM, Telemarketing, Analytics), CRS/GDS platforms, more than 50 API partner integrations, and web‑based booking tools such as POLAR Online, POLAR Vision, OneSource, and princess.com. - Provides technical and user‑experience support for Commercial initiatives requiring updates to POLAR and Siebel. Collaborates with Commercial and Finance middle management to understand the intent and objectives of each project, and partners with IT Business Analysts and developers to define and refine coding and system requirements. - Conducts User Acceptance Testing (UAT) across all customer‑facing systems. Coordinates and collaborates with department leaders across all brands on POLAR‑related system changes to ensure business objectives are fully understood and met. Develops comprehensive test plans and scripts (including regression test plans) for all system updates and enhancements. - Serves as a Subject Matter Expert (SME) for the POLAR system. Investigates and analyzes system issues, providing Tier II triage support to all departments and brands using shared platforms. Creates SNO/Jira tickets for unresolved issues and communicates resolutions and updates back to the business once issues are addressed. - Participates in pre‑release (POLAR) analysis and coordination for non‑Commercial projects. Supports Business Analysts and department leaders by providing input on and reviewing business specification documents. Contributes user‑experience expertise as part of cross‑functional IT teams to ensure system enhancements align with business needs. - Documents all test results in compliance with SOX guidelines. Provides key input and support to the Training department by supplying information needed to develop training materials for users affected by system enhancements or changes. - Creates and maintains ad hoc reports and analyses for various departments using Tableau Desktop and Business Objects. - Coordinates with multiple departments to test upstream and downstream systems connected to POLAR, ensuring system responses meet required compliance and performance standards. - Performs other duties as assigned. Requirements - High School Diploma/GED required - Associate's Degree acceptable - Bachelor’s Degree acceptable - Equivalent experience is also considered - Understanding of User Acceptance Testing (UAT) - Strong written and verbal communication skills - Ability to work in a structured environment - Intermediate proficiency in MS Word and Excel - Experience using POLAR (minimum 3 years) - Experience with Business Objects, including query building and analysis - Associate's degree and equivalent work experience - 3 years of experience in the travel industry - 2 years in one of the following: Help Desk, Groups, Customer Relations, or Commercial Support - QA score over 90% for the most recent 6‑month period What You Can Expect - Cruise and Travel Privileges for You and Your Family - Health Benefits - 401(k) - Employee Stock Purchase Plan - Training & Professional Development - Tuition & Professional Certification Reimbursement - Rewards & Incentives Our Culture… Stronger Together Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/ Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Americans with Disabilities Act (ADA) Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com #PCL

About Us We are looking for a motivated Escalation Engineer to join our team. You have a passion for understanding and supporting your users, and are excited to deepen your software development and investigation skills. You thrive in fast-paced environments where no two days are the same -- triaging complex issues, diving into logs and code, and working side-by-side with engineering to keep our platform reliable. You are passionate about building products and systems that make a meaningful impact on the lives of thousands of people and their health. We are looking for a motivated Escalation Engineer to join our team. You have a passion for understanding and supporting your users, and are excited to deepen your software development and investigation skills. You thrive in fast-paced environments where no two days are the same -- triaging complex issues, diving into logs and code, and working side-by-side with engineering to keep our platform reliable. You are passionate about building products and systems that make a meaningful impact on the lives of thousands of people and their health. Preferred Schedule: Candidates located in or able to work Eastern Standard Time (EST) hours are preferred. Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives! What You’ll Do - Respond to submitted requests through our ticketing system and via direct message, providing technical support for our clinical applications - Coordinate with other teams on Slack to troubleshoot issues, triaging by severity and driving toward resolution within SLA targets - Respond to incidents -- gathering information, troubleshooting, and helping guide them to resolution alongside engineering teams - Update status pages during escalations and write postmortems summarizing root cause, impact, and follow-up actions - Create knowledge base articles, runbooks, and canned responses with clear, repeatable steps in Confluence - Perform deep troubleshooting using past experience, internal tools, and observability platforms such as Datadog and Sentry -- investigating down to the code level where needed - Translate complex technical findings into clear updates for non-technical stakeholders including clinical and operational teams - Identify trends in recurring incidents and surface patterns to engineering and product teams to drive systemic improvements - Build tools and scripts to support our teams, improving development and operational efficiency - Operate within our Quality System, creating and updating records that support our regulated Medical Devices - Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues What You’ll Bring - 3–5 years of experience in technical support, escalation engineering, or a related role involving hands-on troubleshooting of production systems - Demonstrated software development experience (e.g., Python, TypeScript, NodeJS, React) - A proactive mindset that persistently hunts down root causes and implements durable solutions rather than applying one-off fixes - Hands-on experience with observability tools (Datadog, Sentry, New Relic, or similar) and ticket management in Jira - Experience with incident management processes, including acting as incident commander or on-call responder - Experience debugging web applications using browser developer tools and tracing issues across the full stack - Ability to troubleshoot APIs, reproduce issues, and write clear defect reports for engineering teams - Calm under pressure with strong prioritization skills -- comfortable managing competing urgent requests simultaneously - Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences - An excitement to learn new skills and technologies on the job - Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability Nice To Have - Experience in safety-critical environments, medical technology, or HIPAA/privacy-sensitive environments - Familiarity with MRI imaging workflows, DICOM, or clinical application support - Background in SRE practices: monitoring, alerting, runbook automation - Familiarity with Auth0 or AWS infrastructure - Experience with SQL and database troubleshooting Our Values First: we are Pioneers - Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding. Second: we are Platform-Builders - We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission. Above all: we are Patients - We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work. What We Offer - An avenue to make a positive impact on people's lives and their health - We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member - Growth opportunities are at the heart of our people journey, we’re doing big things with bright minds - there is no single path to success, it can be shaped along the way - Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize - Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it - We now offer the Prenuvo’s Commuter Benefits Plan to help cover your transit and parking costs. Whether you ride, drive, or park, we’ve got you covered—making your commute easier and more affordable! - Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pre-tax contributions toward their retirement. While Prenuvo facilitates access to the plan, the company does not currently offer matching contributions. - We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family - The base salary for this role ranges from $90,000-$110,000 in local currency, depending upon experience and geographic location We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal, provincial, and state rules. Please be advised that official communication from our recruitment team will only come from our authorized domain [prenuvo.com]. If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to jobs@prenuvo.com.