Senior Maximo Support Specialist- Remote

Overview

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.

• 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 such as inability to complete transactions; provide know-how and resources to enable the user; resolve password issues; account unlocks; resolve software error messages; address basic hardware problems (resolution, printing, barcode reading, etc.); guide users through step-by-step solutions (e.g., redo transactions; restart device; check network).
• 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 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 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.

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

• 2+ years Maximo Development/Configuration/Functional use experience in Facilities Management
• Experience with Maximo integrations to/from external systems (e.g., SAP and People Soft)
• Experience with custom implementations to the Maximo COTS model
• Certified Maximo 7 or MAS practitioners
• Familiarity with adjusting automation scripts in Python or Java Script
• 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