Senior Maximo Support Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Manage incoming communications, including calls, emails, chats, Teams messages, or tickets as assigned by Bombardier.

• Accurately record all incidents and service requests in the designated systems.

• Address common issues such as transaction failures, providing guidance and resources for users, resolving password problems, account unlocks, software error messages, and basic hardware troubleshooting (including resolution, printing, barcode reading, etc.).

• Assist users by guiding them through step-by-step solutions (e.g., redoing transactions, restarting devices, checking network connections, etc.).

• Create and maintain logs, FAQs, quick reference documents, knowledge repositories, tickets, document troubleshooting steps, and ensure detailed record-keeping for future reference.

• Recognize when an issue exceeds the Tier 1 support scope and escalate it to Tier 2 or Tier 3 with comprehensive documentation in the necessary systems, adhering to established protocols.

• Utilize a Tiered Structure: Triage and direct issues based on complexity to optimize resource allocation.

• Emphasize First Contact Resolution (FCR): Strive to resolve as many issues as possible during the initial interaction.

• Utilize Knowledge Bases & Scripts: Standardize responses for common issues to enhance speed and consistency.

• Monitor Metrics: Track FCR, response times, and customer satisfaction to foster improvements.

• Uphold professionalism, clear communication, and empathy— this Tier 1 role represents the “face of Maximo MRO at Bombardier.”

⛳️ Requirements

• Minimum of 2 years of experience providing Maximo Level 1 support services.

• At least 2 years of experience in Maximo Development/Configuration/Functional use within Facilities Management.

• Proficient in Maximo integrations with external systems such as SAP and Peoplesoft.

• Experience with custom implementations of the Maximo COTS model.

• Certified Maximo 7 or MAS practitioners.

• Familiarity with modifying automation scripts using Python or JavaScript.

• Apply industry knowledge and best practices to architect, design, develop, and implement IBM Maximo solutions to fulfill complex business requirements.

• As a Maximo Developer, support activities related to Analysis, Design, Build, Test, Configuration, and Deployment.

• Assist or lead business process design activities to delineate complete application requirements: functional, quality, integration, and security.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working arrangements.