Senior Maximo Support Specialist

🔥 1 minute ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $119.3k - $202.8k / year

⏱ Part Time

🟠 Senior

💝 Customer Support

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

💼 Consulting

🏛️ Government

🏥 Healthcare

💰 $29M Grant on 2023-03

Consulting • Government • Healthcare

ICF is a global consulting firm founded over 55 years ago that partners with governments, businesses, and communities to deliver data-driven, technology-enabled solutions for complex public- and private-sector challenges. Its work areas include digital modernization, data analytics, resilience and adaptation, energy planning, federal health programs, disaster management, and infrastructure and transportation support. ICF provides consulting, program implementation, and advisory services to drive measurable outcomes and build community resilience.

📋 Description

• Handle incoming calls, emails, chats, Teams messages or tickets (as assigned by Bombardier) • Log all incidents and service requests accurately in the appropriate systems • 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.). • Create and update logs, FAQs, quick reference documents; knowledge repositories; tickets, document troubleshooting steps, and maintain detailed records for future reference • 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 • 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 • Maintain professionalism, clear communication, and empathy— this Tier 1 is the “face of Maximo MRO at Bombardier”

🎯 Requirements

• 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 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.