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.

Bot and Third-Party Applications
Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact Candidateaccommodation@icf.com for assistance.
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 their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO (https://www.icf.com/legal/equal-employment-opportunity) policy. 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 with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination righ t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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 or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the 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.

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