Senior Maximo Support Specialist- Remote

Description 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** **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 we’re n