IT Administration Analyst

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 of LAN Admin (SFA), you will join CIBC’s Technology department to provide support in fulfillment of requests via ServiceNow for various lines of business. This team does anything related to Active Directory (AD) from the creation of user accounts, the creation of groups, mailbox, granting access, and application installs.

Responsibilities include:

• Reviewing ServiceNow request tickets and actioning the items according to established procedures and SLAs.

• Provisioning access based on the request details and established processes.

• Working on Incident tickets assigned in a timely manner.

• Documenting details as required in ticket for actions taken and in accordance to compliance.

• Following up with the appropriate parties to fulfil the request.

• Work in collaboration with various teams in a professional manner.

• Not answering in bound calls but working in the fulfilment of tickets and provisioning of requests assigned.

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

• Technical expertise: Processing tickets accurately by the documented process and by documenting in the activity notes of the tickets the required information as per compliance. Expanding skill sets in the various request items, taking on more and in completing the assigned tasks for the day. Quantity of work aligns with Quality of work, these go hand in hand. Potentially training members and providing feedback on their work and quality review of tickets processed.

• 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 and have sound troubleshooting skills. Some skill sets that would be beneficial for this role 2-4+ years of experience in a help desk or access provisioning role.

• Troubleshooting Skills: Analyze, maintains and recommends updates to written documentation on processes related to Service Now requests; responds to clients email; escalates concerns that cannot be resolved to the next level of support as required by documented procedures/policies.

Who You Are

• You can demonstrate 2+ 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. Ability to work independently and in team dynamic and be able to multitask and have sound time management skill set. Permissioning shared drives, MS Exchange,  basic knowledge of SharePoint, DataPrivilege, RSAtoken configuration for Citrix/VPN, Active Directory (AD) experience, hands on experience with ServiceNow or a similar ticketing tool.

• 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; following documented processes and have 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.

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-81 Bay, 14th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Critical Thinking, Documentations, End Users, Information Technology (IT) Administration, Microsoft Office, Problem Resolution