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 SundayResponsibilities: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.
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:
$119,323.00 - $202,850.00
Nationwide Remote Office (US99)
