Consultant, Infrastructure Management

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

You’ll be joining CIBC’s Managed Desktop - Contact Centre team (Non-Production). You’ll support complex projects to implement strategic solutions aligned to CIBC’s enterprise architecture roadmap. As a Consultant, Infrastructure Management, you’ll support end-to-end project implementation and act as a subject matter expert in both business and technology. You’ll ideate and collaborate with a diverse team to create and build flexible, innovative solutions that deliver a best-in-class client experience. You will provide operational support and maintenance of the Managed Desktop Contact Centre Testing Non Production Environments of over 1000 endpoints for large complex projects supporting various CIBC lines of business. In this role, you will work on complex issues involving one or more technical areas, providing technical guidance to managed desktop contact center environment.

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

• Operational Support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Incidents changes and various requests. Identify and make suggestions to prevent recurrence with the end goal of ensuring clients satisfaction. Apply concepts, best practices and procedures relative to end user technologies, and take overall responsibility for the health and well-being of the managed desktop Contact Center environment, including proactive reporting, troubleshooting and resolving end user impacting issues. Build Workstations for the purposes of testing Contact Centre environments using a locked down image supplied by enterprise various L3 engineering teams. Configure CIBC and third party software as per client request. Setup and provide support for various application user verification testing environments. Maintenance of Lab Environment End Point database. Decommission and disposal of all end of life equipment. Ordering of all ALM swap and CCR equipment. Assist with the promotion of CIBC Application Packages to production, adhering to CIBC Change Management Standards.

• Understanding and Documenting Requirements - Work closely with business partners to gather complex business requirements and facilitate solution design discussions to ensure you meet project needs. Build strong relationships, lead discussions, listen and ask the right questions to ensure solutions meet requirements. Maintain and update documentation as required.

• Leading and Mentoring – Support end-to-end project implementation as a subject matter expert, and provide guidance to a diverse team of technology and project professionals. Maintain a collaborative work environment and support team members to resolve organizational, operational, and process problems.

• Collaboration - Work with clients, providers and vendors to ensure service expectations are  managed and met. Work with the deployment team to ensure all required security packages are deployed and installed on all the Contact Centre endpoints.

Who You Are

• You can demonstrate 5+ years' experience in supporting Desktop environment and end user technologies as well as have strong technical knowledge of endpoint devices, including desktop computers, laptops, tablets and thin clients. It is an asset if you have experience working in a managed desktop Contact Centre environment. 

• You have solid hands-on experience working with Active Directory, password resets, use of GPO’s, AGPM, GPO Admin, SCCM, VM Ware/V-Sphere, and PowerShell. Also, expertise in building, supporting and administering Windows 10 & 11 workstations and experience with imaging and supporting Virtual Machines, workstations and printers.

• You have  strong technical knowledge and subject matter expertise of Microsoft technologies. In addition, you have solid troubleshooting skills and knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems. Also, have knowledge of organization’s existing and planned information architecture and information management methodology.

• You put our clients first. You have an ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.

• You are a strong communicator. You have an ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.

• You are able to manage multiple priorities. You have an ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.

• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

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

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 [email protected]

• 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-20 Dundas St. W., 6th

Employment Type

Regular

Weekly Hours

37.5

Skills

Active Directory (AD), Active Directory Administration, Microsoft Endpoint Configuration Manager, Microsoft Windows, SCCM Administration, SCCM Console