Senior Maximo Support Specialist- Remote

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 escalates 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 & #J-18808-Ljbffr