Senior Maximo Support Specialist

🔥 18 minutes 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

🏥 Healthcare

📦 Logistics

📣 Marketing

💰 $30M Grant on 2021-03

Healthcare • Logistics • Marketing

ICF is a global consulting and technology services company that helps government and commercial clients tackle complex challenges. The firm provides expertise in areas such as Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. ICF leverages data and analytics, artificial intelligence, and cybersecurity to deliver innovative solutions. With a strong commitment to corporate citizenship and sustainability, ICF supports social programs and community development, aiming for a sustainable, low-emissions future. The company operates worldwide, with significant presence in Europe through its offices in Belgium, Spain, and the UK.

📋 Description

• 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”

🎯 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

🏖️ Benefits

• 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 of the application and employment process.