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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.)
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 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 world's 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 our EEOpolicy.
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 accommodation,please email and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.
Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.
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 accommodation that 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:
$119,323.00 - $202,850.00Nationwide Remote Office (US99) Originally posted on Himalayas