[Hiring] Senior Maximo Support Specialist @IIIIIIUS

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, 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”

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

• We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive.
• We are an equal opportunity employer.
• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

Pay Range

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