Sr. Analyst, Technology Support

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 a Sr. Analyst,  Technology Support, you will join CIBC’s Technology department to provide first level support with technology products or applications. Resolve escalated client needs through service desk from multiple lines of businesses related to infrastructure or applications; resolves and/or further escalates for one or more products or services; provide on-call support. You’ll be a key part of an innovative, “first to market” technology culture, contributing to CIBC’s digital transformation.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time

How You’ll Succeed

• Investigate Analytically - Demonstrate a high level of understanding of various technologies. Investigate complex problems, make sense of information and provide recommendations for long term solutions with an aim towards increasing client satisfaction. You'll thrive in this environment if you are confident in your ability to communicate detailed information in an impactful way.

• Troubleshooting Skills - Analyze, maintains and recommends updates to written documentation on each escalated incident and/or contact; responds to clients (telephone, email, web); escalates incidents that cannot be resolved to the next level of support as required by documented procedures/policies.

Who You Are

• You can demonstrate experience in: interpreting information received from first level of response when issues are escalated. Identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solution outside set procedure when a set procedure is not working, and providing high-level expertise for extensive troubleshooting.

• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, etc.)

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.