Senior Maximo Support Specialist

Reston, VA - USA

Monthly Salary: $ 119323 - 202850

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

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 6-10 PM EST Monday- Friday

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

Required Skills:

2 years of experience providing Maximo Level 1 support services

Preferred Skills:

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.

Working at ICF

ICF is a global advisory and technology services provider but were 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 worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.

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 withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.

Candidate AI Usage Policy

At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$119323.00 - $202850.00

Nationwide Remote Office (US99)

Required Experience:

Senior IC

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 6-10 PM EST Monday- FridayResponsibilities:Respond to User RequestsHandle incoming calls emails c...