We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit CIBC.com What you’ll be doing As an IT Administration Analyst – Tech Onboarding and Live Chat you’ll be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s transformation Journey within Service Request Management Department. You will be responsible for Provisioning system and application access for new hires across multiple Lines of Business. Participate in daily team check-ins to review status and progress of the service requests. Support all onboarding activities for CIBC co-op students. Provide support to end users as a Live Chat Agent for various service request access provisioning scenarios. Assist with service requests requiring bypass of standard approval processes, cancelling requests and support users in cancelling pending or erroneous access requests while providing extraordinary customer service experience. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. How You’ll Succeed Access Provisioning & Live Chat: – Complete access provisioning tasks in a timely manner while ensuring quality. Acting as the primary point of contact for service requests and delivering excellent service standards and advice to end users for their inquiries, follow-up, and other service-related issues. Team Participation – Actively engage with technical, product and business teams. Collaborate with appropriate technology partners to implement solutions. Analysis & Support: Makes recommendations for long term solutions with an aim towards increasing end user satisfaction. You can perform analysis of end user identified incidents, problems, and understand the upstream and downstream impact to product workflow. Troubleshooting Skills: Analyze, maintain and recommends updates to written documentation on each escalated incident and/or contact; responds to end users; escalates incidents that cannot be resolved to the next level of support as required by documented procedures/policies. Communication & Multitasking Skills: Provide assistance to end user on access related issues or inquiries for service requests. You are highly responsive with short turnaround times and can handle demanding end users. Handling inbound chats and emails in a professional manner. Who you are You can demonstrate experience. Over 2 years of Active Directory (ARS) Microsoft Exchange, Service Now, Live Chat Support. You also have 2 years experience in areas such as: Active Directory (ARS) Microsoft Exchange, Service Now, Live Chat Support. French Proficiency and Experience with Agile Methodologies is an Asset. You embrace and advocate change. You’ll continuously evolve your thinking and the way you work in order to deliver your best. You’re inspired by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise. Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability. #LI-TA What CIBC Offers At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program, defined benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program. Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients. We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development. *Subject to plan and program terms and conditions What you need to know CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit. We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us. Job Location Toronto-81 Bay, 14th Floor Employment Type Regular Weekly Hours 37.5 Skills Analytical Thinking, Application Testing, Business Requirements, Business Systems Analysis, IT Process Improvement, Operational Efficiency, Operations Support At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.
