[Hiring] Senior Maximo Support Specialist @ICF

Role Description

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.

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
  • 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”

Qualifications

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

Requirements

• 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
• 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

• Equal opportunity employer
• Reasonable Accommodations available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
• Confidentiality in the accommodation request process

Pay Range

The pay range for this position based on full-time employment is: $119,323.00 - $202,850.00.

Nationwide Remote Office (US99)