Senior Maximo Support Specialist

ICF • Reston, VA

6d • Remote

About The Position

ICF is seeking a team member for our customer, Bombardier, providing Level 1 Maximo support services. The candidate should have functional familiarity with Maximo applications. This role requires working 7am-7pm EDT on Saturday and Sunday.

Requirements

• 2+ years of experience providing Maximo Level 1 support services

Nice To Haves

• 2+ Years Maximo Development/Configuration/Functional use
• Experience in Facilities Management
• Experience with Maximo integrations to/from external systems. i.e. SAP and Peoplesoft
• Experience with custom implementations to the Maximo COTS model
• Certified Maximo 7 or MAS practitioners
• Familiarity with adjusting automation scripts in Python or JavaScript

Responsibilities

• Respond to User Requests: Handle incoming calls, emails, chats, Teams messages or tickets (as assigned by Bombardier). Log all incidents and service requests accurately in the appropriate systems.
• Perform Troubleshooting and Resolutions: Resolve common issues like inability to complete transactions; providing know-how and resources to enable the user; resolving password issues; account unlocks, resolving software error messages, and basic hardware problems (resolution, printing, bar code reading etc.). Guide users through step-by-step solutions (e.g., redo transactions; restart device, check network; etc.).
• Manage Logs and Tickets: Create and update logs, FAQs, quick reference documents; knowledge repositories; tickets, document troubleshooting steps, and maintain detailed records for future reference.
• Escalate as needed: Identify when an issue exceeds business support Tier 1 scope and escalate to Tier 2 or Tier 3 with complete documentation in the requisite systems, following defined protocols.
• Apply best practices: Leverage a Tiered Structure: Triage and route issues by complexity to optimize resources. Focus on First Contact Resolution (FCR): Aim to resolve as many issues as possible during the first interaction. Use Knowledge Bases & Scripts: Standardize responses for common issues to improve speed and consistency. Track Metrics: Monitor FCR, response time, and customer satisfaction to drive improvements. Continuous Training: Keep Tier 1 agents updated on the latest with system and business processes.
• Give good Customer Service: Maintain professionalism, clear communication, and empathy— this Tier 1 is the “face of Maximo MRO at Bombardier”.
• Apply industry experience and leading practices to architect, design, develop and implement IBM Maximo solutions to support complex business requirements.
• As a Maximo Developer, support Analysis, Design, Build, Test, Configuration, and Deployment activities.
• Assist with or lead the business process design activities to drive out the complete application requirements: functional, quality, integration, and security.

Benefits

• We will consider for employment qualified applicants with arrest and conviction records.
• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
• To request an accommodation, please email [email protected] and we will be happy to assist.
• All information you provide will be kept confidential and will be used only to the extent to provide needed reasonable accommodations.
• Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed