Senior Maximo Support Specialist- Remote

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

• 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 elevate 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”

• 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. 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 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.

• Bot and Third-Party Applications

The pay range for this position based on full-time employment is: $ - $ Nationwide Remote Office (US99)

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world’s toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.

For more information, please read our EEO policy. 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…