Senior Production Support Engineer

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

Overview:

CIBC is seeking a dynamic and experienced professional to lead the implementation, integration, and ongoing support of the ShinyDocs Analytics tool in Microsoft Azure. This role combines technical expertise, stakeholder engagement, production support, and project management to ensure successful deployment, reliable operations, and sustained value from ShinyDocs Analytics and related ECM (Enterprise Content Management) solutions across the organization.

Key Responsibilities

Technical Implementation, Support & Maintenance

• Lead end-to-end deployment of ShinyDocs Analytics tool within Azure, ensuring alignment with organizational standards and best practices.

• Configure integrations with data sources, document repositories, and Azure services.

• Perform technical research, design, configuration, testing, and integration of cross-functional, multi-platform application systems.

• Provide ongoing technical support, troubleshooting, and issue resolution for ShinyDocs Analytics and ECM users.

• Utilize ITIL Incident, Problem, and Change Management processes to resolve incidents, identify root cause, and implement application changes.

• Participate in major incidents, disaster recovery events, and plan/implement certificate creation/renewals as needed.

• Monitor application performance, conduct health checks, and apply updates or patches as required.

Data Management, Security & Compliance

• Ensure data integrity, privacy, and compliance with CIBC’s security policies and regulatory requirements.

• Manage access controls, user permissions, and audit logs within Azure.

• Support risk management activities and ensure adherence to internal and external compliance standards.

• Validate and submit responses to audits, and maintain documentation such as deficiencies, deviations, and application flow diagrams.

Stakeholder Engagement, Relationship Management & Training

• Partner with business units to understand analytics and content management needs, translating them into actionable solutions.

• Build strong relationships with technical team members, clients, vendors, and business stakeholders.

• Train end-users and provide guidance on tool functionality, features, and best practices.

• Gather feedback, identify improvement opportunities, and implement enhancements in collaboration with stakeholders.

• Communicate project status, technical issues, and solution benefits to both technical and non-technical audiences.

Reporting, Analytics & Continuous Improvement

• Assist with the creation and customization of analytics reports and dashboards.

• Analyze data and provide insights to support business decisions.

• Identify opportunities for automation, optimization, and process improvement.

• Review, plan, test, and implement system upgrades and enhancements, ensuring minimal system impact.

• Work closely with business stakeholders, data scientists, and IT teams to understand data challenges and deliver solutions that integrate seamlessly with existing workflows. Provide training and support to end-users on leveraging GenAI-powered record classification and insights tools.

Project Management & Collaboration

• Manage project timelines, deliverables, and resources related to ShinyDocs Analytics and ECM implementations.

• Provide technical guidance concerning business implications of technology projects.

• Coordinate with cross-functional teams to ensure successful project execution.

• Prepare